Customer Service Representative

Applied Medical Technology•Brecksville, OH

7d•Onsite

About The Position

Customer service representatives process orders, provide information about Applied Medical Technology’s products and services, and handle customer complaints. This role requires a sincere desire to assist customers, effective communication, and the ability to research and locate information independently. A key function involves entering sales orders into the ERP database (Microsoft Dynamics), ensuring accuracy in product, price, freight, and credit terms. The representative will manage time effectively to handle a large volume of orders and customer inquiries promptly, with a strong emphasis on attention to detail and accuracy. They will also be responsible for setting up new customers in the ERP system, verifying tax status, and coordinating credit applications and tax exemption forms. Providing product and service information via email and phone, managing incoming calls, verifying order status, and handling complaints or returns are also core duties. After training, troubleshooting customer product issues over the phone will be expected. Timely responses, necessary resolution, and follow-up for inquiries and complaints are crucial. A strong work ethic and team player mentality are essential, requiring the ability to coordinate workload with teammates.

Requirements

Proficient communication, organization, & computer skills, emphasizing excellent external and internal customer communication skills.
Able to work independently, accurately, and be detailed oriented.
Ability to effectively communicate in a positive and comprehensive manner.
Strong phone contact handling skills and active listening.
Ability to multi-task, prioritize, organize, and manage time effectively.
Able to manage multiple priorities.
Strong interpersonal skills and the ability to work in a team environment as well as independently.
Detail-oriented, quality conscious, and a self-starter with organizational skills.
Ability to function in a multisystem Microsoft environment—using Word, Outlook, intranet, and the internet.
Customer-focused behavior, exhibits a helping approach that includes listening, patience, respect and empathy for another's position.
High school diploma required.
Customer service experience.
Computer experience.
Ability to read, analyze, and interpret medical device questions/documentations and process all requests accordingly.
Ability to write business correspondence with clients and vendors.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Must be able to effectively communicate with others; complete and understand complex situations, analysis of numbers; read, analyze and interpret written materials; meet and exceed company standards; ensure compliance with company policies; respond appropriately to feedback to make improvements; maintain positive working relationships; troubleshoot and solve problems.
Must be able to sit for hours at a time while operating a phone and/or computer.
Knowledge of modern business communication, office procedures and methods.
Skill to use a personal computer and various software packages such as Microsoft Office Suite.
Ability to establish priorities, work independently with minimal supervision, and facilitate teamwork.

Nice To Haves

Prior experience with ERP system Microsoft Dynamics will be given strong consideration.
Microsoft Dynamics is a plus, but not required.

Responsibilities

Demonstrate a sincere desire to assist customers and put their needs first.
Communicate effectively, based on a customer’s mindset.
Research, navigate and independently locate answers from webpages and resources (e.g. DFU) in a variety of situations.
Receive purchase orders and enter sales orders into ERP database Microsoft Dynamics.
Ensure that the order entry, shipping, and billing information is accurate for each order.
Verify product, price, freight terms, credit terms, and other conditions of sale.
Manage time effectively to enter a large volume of orders and respond promptly to customer inquiries.
Responsible for double-checking own work, and the work of others, to limit errors.
Set up new customers in ERP system, verify tax status, and coordinate credit applications and tax exemption forms with accounting.
Provide information to customers in response to inquiries about products and services, via email and phone.
Effectively manage incoming calls from buyers and direct customers, and handle them appropriately and promptly.
Verify order status and all related aspects for fulfillment of customers’ sales orders.
Handle complaints or returns received directly from our customers, or through other internal departments.
Troubleshoot customer product issues over the phone after training.
Ensure that all responses are timely and inquiries or complaints receive the necessary resolution and follow up.
Possess a strong work ethic and team player mentality.
Coordinate workload with teammates.