Customer Service Representative

Fresenius Kabi USA • Lake Zurich, IL

1d • Hybrid

About The Position

The Customer Service Representative acts as primary contact for order fulfillment, customer product inquiries, credits/debits, returns and satisfaction issues. Responsible for processing phone, fax and email orders, manage order exceptions, perform order tracking and root cause diagnostics of service failures. Investigate problems related to shipment of products, returns, credits and new orders. Fresenius Kabi is a global health care company that specializes in injectable medicines, biosimilars, and technologies for infusion, transfusion, and clinical nutrition. Our expansive portfolio of products and global network of science and manufacturing centers provide essential support for the care of critical and chronically ill patients. With more than 41,000 employees worldwide, our dedicated team is united by our shared purpose: to put lifesaving medicines and technologies in the hands of people who care for patients – and to find answers to the challenges they face. We call this purpose caring for life. Our U.S. headquarters is in Lake Zurich, Illinois and the company’s global headquarters is in Bad Homburg, Germany.

Requirements

• Minimum 1 year 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.

Nice To Haves

• SAP experience is preferred.
• SharePoint experience is a plus.

Responsibilities

• Will 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.
• All employees are responsible for ensuring the compliance to company documents, programs and activities related to the Health, Safety, Environment, Energy, and Quality Management Systems, as per your roles and responsibilities.

Benefits

• 401(k) plan with company contributions
• Paid vacation
• Holiday and personal days
• Employee assistance program
• Health benefits to include medical, prescription drug, dental and vision coverage
• Life insurance
• Disability
• Wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees