Customer Service Representative II

Laborie Medical Technologies Corp•Portsmouth, NH

7d•Onsite

About The Position

As a key member of the Supply Chain Operations Team, the Customer Service Representative II will focus and specialize in responding, resolving, and supporting external or internal customer issues. Investigates, analyzes, and solves customer billing, technical, and contract issues. Requires knowledge of the firm's products and services. Act as key point of contact for customers, providing total order management, including order receipt, order entry, order confirmation, order tracking, pricing verification, data stewardship, late order notifications, and timely invoicing. Review each order to ensure correct pricing, quantity, product and delivery expectations are accurate while working with customer and sales to resolve any discrepancies. Liaise with other departments as necessary to ensure order is shipped, invoiced and scheduled for installation and training as applicable. Readily answer and support the incoming customer call queue daily, support other general customer inquiries and either direct to or liaise with appropriate department(s) as needed. Receive customer feedback, including complaints, log in the ticketing system and assist in the resolution and communication of solutions back to the customer working with Quality team as necessary. Process and communicate policy around returns and credits to customers and sales and support sales team inquiries related to customer orders; Support AR team inquiries related to customer purchase orders and sales orders. Maintain track of open orders and backorders to manage customer expectations and provide information on backorders. Work with leadership to uncover and implement continuous improvement.

Requirements

High School diploma or GED is required
minimum of 2 years of experience in a customer service or help desk environment
Highly developed sense of integrity and commitment to customer satisfaction.
Ability to communicate clearly and professionally, both verbally and in writing, and handle complaints and unpleasant customers in a professional manner.
Accurate and detail oriented, possessing a strong work ethic and team player mentality.
Excellent computer skills: ERP and Microsoft Office experience, and ability to learn multiple order processing software.
Strong project planning and management, critical thinking, decision making, and problem solving.
Strong computer skills and proficient in MS Office
Ability and willingness for occasional travel.

Nice To Haves

1-2 years of college preferred.
SAP experience preferred.
Experience with statistical methods, interpretation, and data collection techniques a plus.

Responsibilities

Act as key point of contact for customers, providing total order management, including order receipt, order entry, order confirmation, order tracking, pricing verification, data stewardship, late order notifications, and timely invoicing.
Review each order to ensure correct pricing, quantity, product and delivery expectations are accurate while working with customer and sales to resolve any discrepancies.
Liaise with other departments as necessary to ensure order is shipped, invoiced and scheduled for installation and training as applicable.
Readily answer and support the incoming customer call queue daily, support other general customer inquiries and either direct to or liaise with appropriate department(s) as needed.
Receive customer feedback, including complaints, log in the ticketing system and assist in the resolution and communication of solutions back to the customer working with Quality team as necessary.
Process and communicate policy around returns and credits to customers and sales and support sales team inquiries related to customer orders; Support AR team inquiries related to customer purchase orders and sales orders.
Maintain track of open orders and backorders to manage customer expectations and provide information on backorders.
Work with leadership to uncover and implement continuous improvement.