Customer Service Representative

Customer Service Representative

Position :Customer Service Representative ()

Location:SanAntonio TX

Duration: 12 Months

Total Hours/week:40.00

1st shift

Client: Medical Device Company

Level Of Experience: Entry Level

Employment Type: Contract on W2 (Need US Citizens GC Holders and OPT)

Note:

Work schedule Monday - Friday. Hours: Must be able to work hours between 7am - 6pm.

Training schedule: Monday - Friday 7:30 AM to 4:30 PM or 8am to 5pm for the first 6 weeks.

1. Summary - Main Purpose of the Position

Summarize in one or two sentences on why the positions exists and what the position is designed to accomplish. Provide exceptional levels of customer service that meet or exceed all internal and external customer expectations through effective use of contacthandlingskills and techniques.

Responsible for meeting business objectives and targets as defined for this position.

Roles & Responsibilities

2. Primary Responsibilities and Duties

• Describe the primary responsibilities and duties in order of importance.
• Item % of Time (estimated) Responsibilities: Responsibilities are groupings of tasks/duties not a list of individual tasks. Generally each position has 4 to 6 responsibilities.
• 25% - Create requests in appropriate databases to support customer orders such as new customer account set up customer pricing required quality or export documentation or certificates.
• Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. Input customer orders received via all contact methods. Review orders received for accuracy and completeness confirm and/or correct customer orders prior to entering into system.
• 15% Process requests for credit rebill and returns as needed.
• Work with Supply Chain to support on-time delivery and other company KPIs. Meet or exceed established order accuracy and turn-around standards.
• 15% Handle all customer contacts in a professional and courteous manner.
• Comply with all Company Departmental and applicable Quality System work instructions procedures and policies.
• Manage short supply situations backorders and manual allocations as required.
• 15% Input and manage orders for exception products requiring specialhandling. Compose accurate prompt and appropriate replies to all customer contacts.
• Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.
• 10% Ensure that all potentially serious incidents are raised to the appropriate levels of Management.
• Support promotional sales campaigns and product launches.
• Resolve servicecomplaintsto the satisfaction of the customer within established company guidelines.
• 10% Handle allcomplaintsaccording to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• Participate in other projects as required.
• Participate in and contribute to Team Meetings.
• 10% Provide support to other team members as needed.
• Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
• Maintain an up to date comprehensive knowledge of company services and products through participation in training coaching and feedback sessions.
• May perform other duties as required
• Impact on Business Results
• Degree of Accountability: Include examples. Erroneous decisions willhavea long-term effect on the companys success
• Financial Impact: Include examples. If applicable what are the budget responsibilities
• If applicable what is the impact on cost
• (Add additional rows as needed)

Experience Required

• Experience (in years)
• Mustsubmit with2 years experience inCallCenters
• Preferred SAP experience or data base experience
• For people management position indicate years of experience (e.g. (#) years leadership experience in planning developing organizing directing managing and evaluating personnel)
• Other: Identify the minimal level of other competencies required for the position. Preferred:
• Working knowledge of Word and Excel
• Proven analytical ability
• 2 years of business-related experience in a customer contactcenter
• Within the Healthcare or Medical Device industries
• 1-year experience with SAP

Skills & Certifications

• Strong computer skills
• Strong team orientation.
• KSA Requirements (Knowledge Skills and Abilities) KSA Requirements (indicate the minimum) Knowledge
• Working knowledge of Word and Excel.
• Proven analytical ability.
• Excellent interpersonal skills and service orientation.
• Excellent oral and written communication skills.
• Ability to multi-task
• Continuous and versatile learner

Eligibilities & qualifications

Education/Degree:

• High School diploma or GED
• Certifications (if applicable)