Customer Care Specialist II (Hybrid)

About the position

Provide exceptional service to all internal and external customers through effective use of contact handling skills and techniques. Subject Matter expert in product, processes and policies. Primary contact for Key Focus accounts and/or business, Sales Force, Product End Users. Responsible for meeting business objectives and targets as defined for this position, supporting and building relationships with Business Unit(s), effectively communicating, driving process improvements and guiding processes to meet customer expectations.

Responsibilities

• Composes accurate, prompt and appropriate replies to all internal and external customer contacts.
• Reviews orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.
• Enters all contact information into appropriate database(s) in compliance with company and outside regulatory policies.
• Ensures that all potentially serious incidents are raised to the appropriate levels of management.
• Researches information needed to answer questions and respond appropriately.
• Identifies and coordinates resolution of issues that may negatively impact customer satisfaction.
• Handles all customer interactions phone, chat, fax, and email, in a professional and courteous manner.
• Provides proactive support of Key/Focus accounts and Sales Force.
• Assists less experienced Customer Care Specialists handle unusual or complex inquiries including escalations ensuring customer retention and loyalty.
• Serves as a mentor for new hires.
• Investigates requests for credit, rebill and return material authorizations, create and follow-up on related documents such as RMA's, credit and debit memo's.
• Work with business functions to ensure satisfaction, service and sales goals are met.
• Effectively manages communications with internal functions (Contracts, Sales, Operations, Supply Chain and Logistics, etc.) to support customer requests, meet deadlines and find timely resolutions.
• Assists in the development, testing and piloting of new process and procedures.
• Supports promotional sales campaigns, product launches and cross selling or upselling activities.
• Takes overflow calls from other BD customer contact sites for business continuity.
• Special Order Handling, including all government, donation orders and others as required.
• Support shipping schedules to ensure on time delivery.
• Meet and exceed established order accuracy standards and turn around times.
• Handle inbound customer contacts regarding order inquiries, order placement and general product questions.
• Works with business planners to manage stock in short supply.
• Supports Marketing promotions and product launches.
• Identifies and participate in process improvement efforts.
• Represents the department within Supply Chain and supported Business.
• Participates in cross functional teams and activities.
• Participates in other projects and designated meetings as required.
• Provides customer feedback to partners.
• Investigates and performs analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines.
• Handles all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• Maintains subject matter expertise in products, processes and policies.
• Participates in coaching, mentoring and training activities.
• Provides feedback for revisions to department reference material.
• May perform other duties as required.

Requirements

• Strong analytical and computer skills (particularly spreadsheet and reporting programs).
• Knowledge of Supply Chain Management and previous experience leading or participation in cross-functional projects.
• Proven ability to analyze data and use critical thinking skills to think outside the box.
• Knowledge of Customer Support software included phone system, ERP and workforce management.

Nice-to-haves

• Customer Focus
• Customer Service
• Data Entry Skills
• Listening
• Phone Skills
• Verbal Communication
• Written Communication
• Critical Thinking Skills
• Relationship Building
• People Skills
• Interpersonal Savvy (Team Orientation)
• Problem Solving
• Demonstrated ability to work effectively under pressure when needed in a deadline-oriented environment.
• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
• Strong computer skills SAP Everest
• Strong team orientation.
• Excellent interpersonal skills and service orientation.
• Excellent oral and written communication skills; attention to detail paramount.
• Continuous and versatile learner.