Customer Service Representative

Fresenius Kabi USA•Lake Zurich, IL

17d•$20 - $22•Onsite

About The Position

The Customer Service Representative acts as the primary contact for order fulfillment, customer product inquiries, credits/debits, returns, and satisfaction issues. This role is responsible for processing phone, fax, and email orders, managing order exceptions, performing order tracking, and conducting root cause diagnostics of service failures. The representative will also investigate problems related to the shipment of products, returns, credits, and new orders.

Requirements

1 + years of customer facing experience.
Excellent customer service, communication (verbal & written) and problem resolution skills.
Demonstrated capability to establish rapport with customers while maintaining a commitment to customer satisfaction.
Ability to ask the right questions and lead conversations, including probing and listening.
Ability to interact effectively and build relationships with internal and external team members.
Strong organizational, prioritization and multi-tasking skills.
Excellent multi-tasking skills: listening, inputting data, probing, providing solutions, navigating through various screens while applying basic customer satisfaction techniques.
Strong interpersonal communication skills and capable of building good working relationships.
Self-motivated, team player and quick learner.
Comfortable working in a structured, fast paced and changing environment.
The successful candidate must be able to effectively speak, read, write, and understand English to perform the essential functions of the position, including independently understanding policies, procedures, training materials, and workplace communications written in English due to our heavily regulated work environment.

Nice To Haves

SAP experience is preferred.
SharePoint experience is a plus.

Responsibilities

Process orders from customers via phone, e-mail and fax.
Manage customer orders (open order report, order confirmation, queries, and delivery investigations), escalations, inquiries & disputes.
Resolve complex customer questions, complaints, and requests (order tracking, availability checks, late delivery notifications, back-order notifications, and resolve problems related to shipment of products, returns, credits, and new orders).
Process credits, debits, and returns.
Build loyal relationships with customers by understanding and supporting their needs, following through with your commitments, and providing high quality customer service.
Close cooperation with the Sales team and Warehouse Operations to ensure smooth delivery of products to the customers.
Meet department KPI’s and metrics (order accuracy, on-time order placement, customer satisfaction score, etc.).
Actively participate in the Medical Device Customer Experience program.
Performs specialty activities as outlined in the Performance Management Objectives.
Participate in ongoing product and business training.