Customer Service Representative

SUMMARY:

The Customer Service Representative (CSR) will be responsible for duties such as order management / fulfillment in line with company revenue recognition rules, call center support, shipping coordination in a Customer Service and Order Administration environment. In addition, all CSRs are expected to assist with Sales Support activities to assist the Sales organization with pre-sales activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Primary responsibility includes managing customer orders in line with company revenue recognition rules.
• Assisting with sales order confirmations and working with the sales team to complete sales transactions.
• Management of cases using Salesforce.com.
• Management of all order types including required RMAs for return of product and/or reconciliation of revenue discrepancies in collaboration with Finance.
• Engage with customers via call center activities and emails while monitoring both inquiries and complaints, utilizing Salesforce.com cases in collaboration with Technical Support and the QA team.
• Responsible for monitoring and effectively communicating expected shipment dates for back order products.
• Serve as a backup to the Instrument Coordinator for instrument orders.
• Ensure all customer cases are processed and closed in a timely manner.
• Salesforce.com record maintenance and clean up.
• Work in a call center environment using call center software such as Ring Central.
• Document process improvements and work instructions.
• Responsible for maintaining a high level of Customer Satisfaction with internal and external clients and working to establish a positive rapport with every caller.
• Update customer information in the Customer Service database during and after each call
• Maintain reports, dashboards, and processes to continuously monitor data quality and integrity.
• Work with Finance to ensure proper billing documentation is collected and submitted.
• Assist the sales organization with pre-sales documentation requests including, but not limited to, Vendor Forms, W-9 requests, COI request, etc.
• Other duties as assigned to support the Commercial Operations organization.

REQUIREMENTS & QUALIFICATIONS:

At least 1 year experience working in an order fulfillment or call center environment. Experience using Saleforce.com, NetSuite or other ERP systems. Experience within bio-medical capital equipment manufacturing company preferred. Must be self-motivated, success driven and have detailed organizational skills. Manages priorities on a daily basis and actively communicates priority changes to management and/or customers in a timely manner while maintaining a positive attitude. Computer proficiency is required, including skills with the use of Microsoft Word, Excel, PowerPoint, and CRM software.

• At least 1 year experience working in an order fulfillment or call center environment.
• Experience in Saleforce.com, NetSuite, and/or other ERP systems.
• Experience in bio-medical capital equipment manufacturing organization, preferred.
• Computer proficiency is required, including skills with the use of Microsoft Word, Excel, PowerPoint, and CRM software.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to navigate various departments of the organization’s physical premises.

ADDITIONAL SKILLS AND COMPETENCIES:

• Must be self-motivated, success driven, highly organized and possess a positive attitude
• Manages priorities daily and actively communicates priority changes to management and/or customers in a timely manner.
• Customer service and effective written and verbal skills required.
• Notable attention to detail.
• Excellent communication and multi-tasking skills are essential.