Position : Customer Care Representative(Must Have 2yesrs Exp in Call Center) – Urgent Need

Location : San Antonio, TX

Duration : 12 Months Contract

Start Time : 7:00 AM

End Time : 6:00 PM

Total Hours/week : 40.00

6 weeks of new hire training. Training schedule: Monday - Friday 8am to 5pm

Descriptionn:

• Must submit with 2+ years’ experience in Call Centers
• preferred SAP experience or data base experience

Summary:

• 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 contact handling skills and techniques.
• Responsible for meeting business objectives and targets as defined for this position.

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 KPI’s. 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 special handling. 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 service complaints to the satisfaction of the customer within established company guidelines.
• 10% Handle all complaints according 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

Degree of Accountability:

• Include examples. Erroneous decisions will have a long-term effect on the company’s success

Knowledge & Skills:

• KSA Requirements (Knowledge, Skills, and Abilities) KSA Requirements (indicate the minimum) Knowledge

• Working knowledge of Word and Excel.
• Proven analytical ability.

• Strong computer skills
• Strong team orientation.
• Excellent interpersonal skills and service orientation.
• Excellent oral and written communication skills.
• Ability to multi-task
• Continuous and versatile learner

• 2+ years of business related experience in a customer contact center

• Within the Healthcare or Medical Device industries
• 1 year experience with SAP

Education/Degree:

• High School diploma or GED

• Certifications (if applicable)
• Experience (in years)
• For people management position, indicate years of experience (e.g. (#) year’s leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel)
• Other: Identify the minimal level of other competencies required for the position. Preferred: