Customer Service/Call Center Representative

Millenniumsoft•San Antonio, TX

1d•Onsite

About The Position

Provide exceptional levels of customer care that meet or exceed all internal and external customer expectations through effective use of contact handling skills and techniques. Responsible for meeting business objectives and targets as defined for this position. This position will be working 100% on product recall team.

Requirements

2+ years business related experience in a customer contact center
Experience managing supplies and equipment.
Proficiency in Microsoft Office.
Experience with contact center software / phone systems.
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.
Skilled and comfortable in the use of computers and various software programs.
Microsoft including Outlook, Word, Excel, One Note and Teams
Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
Excellent organizational skills; attention to detail
Positive Service Attitude.
High School Diploma or GED
English – proven oral and written communication
Ability to solve basic math equations.
Ability to draw logical conclusions, proven analytical ability
Ability to formulate decisions to new and rapidly developing challenges.
Problem solving / application of judgement in dealing with customers.
Ability to learn quickly.

Nice To Haves

1+ year(s) experience working in an ERP (SAP and or JDE).
Experience in a medical device or health care company.
Experience with Call Center software i.e., Genesys
Experience with JDE Edwards ERP system is preferred
Experience with Sales Force Service Cloud is preferred
Associate’s /Bachelor’s Degree Preferred

Responsibilities

Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates.
Identify and coordinate resolution of any issues that may negatively affect customer satisfaction.
Input customer orders received via all contact methods.
Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.
Process requests for credit, rebill and returns as needed.
Work with Supply Chain to support on-time delivery and other company KPI’s.
Meet or exceed established order accuracy and turn-around standards.
Handle all customer contacts in a professional and courteous manner.
Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies.
Manage short supply situations, backorders and manual allocations as required.
Input and manage orders for exception products requiring special handling.
Compose accurate, prompt and appropriate replies to all customer contacts.
Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.
Ensure that all potentially serious incidents are raised to the appropriate levels of Management.
Resolve service complaints to the satisfaction of the customer within established company guidelines.
Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
Participate in other projects as required.
Participate in and contribute to Team Meetings.
Provide support to other team members as needed.
Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.
Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.
May perform other duties as required