Customer Service Administrator
Position Summary:
Responsible for responding to customer inquiries and complaints. Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking.
Duties & Responsibilities:- Provide a solution for all callers- if answer is not known- will need to research and follow upLog customer data for return processing
- Answer and log customer phone calls
- Maintain pleasant & positive phone voice and attitude
- Process customer orders
- Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
- Process change requests
- Provide accurate sales rep information to customers upon request
- Create incidents, tasks, and inquires within Service
- Cloud where applicable and respond to those inquiry types assigned to the team.
- Review orders for product availability
- Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions availability, shipping dates and back order resolution
- Coordinate with the shipping companies regarding order status and P.O.D'sExpedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
- Ensure phones are covered at all times during normal working hours
- Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
- Other miscellaneous duties or special projects as assigned
- Knowledge, Skills & Qualifications:
- Excellent verbal and written communication skills in both English and Spanish
- Basic excel skills
- Ability to come up with creative solutions for customers internal and external with little to no help from a supervisor
- Ability to communicate clearly and effectively- in a positive manner
- Ability to manage tasks in a high pressure environment
- Ability to multi-task in a faced-paced environment
- Knowledge of the manufacturing, sales and distribution processes
Education and Experience:
High School diploma required; college degree preferredERP experience a plus, computer skills required, working knowledge of MS Office Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry
