Position : Customer Care Representative

Location : San Antonio, TX

Duration : 12 Months

Total Hours/week : 40.00

1^st Shift

Client: Medical Device Company

Job Category: Customer Service

Level Of Experience: Entry Level

Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)

 

Job Description:

• Provide exceptional service to all internal and external customers through effective use of contact handling skills and techniques.
• Subject Matter expert in product, processes, and policies. Primary contact for Key Focus accounts and/or business, Sales Force, Product End Users.
• Responsible for meeting business objectives and targets as defined for this position, supporting, and building relationships with Business Unit(s), effectively communicating, driving process improvements and guiding processes to meet customer expectations.

 

Primary Responsibilities and Duties

% of Time (estimated) Responsibilities:

50%

• Composes accurate, prompt, and appropriate replies to all internal and external customer contacts.
• Reviews orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.
• Enters all contact information into appropriate database(s) in compliance with company and outside regulatory policies.
• Ensures that all potentially serious incidents are raised to the appropriate levels of managements.

15%

• Research information needed to answer questions and respond appropriately.
• Identifies and coordinates resolution of issues that may negatively impact customer satisfaction.
• Handles all customer interactions phone, chat, fax, and email, in a professional and courteous manner.
• Provides proactive support of Key/Focus accounts and Sales Force.
• Assists less experienced Customer Care Specialists handle unusual or complex inquiries including escalations ensuring customer retention and loyalty.
• Serves as a mentor for new hires

15%

• Investigates requests for credit, rebill and return material authorizations, create and follow-up on related documents such as RMA’s, credit and debit memos.
• Work with business functions to ensure satisfaction, service and sales goals are met.
• Effectively manages communications with internal functions (Contracts, Sales, Operations, Supply Chain and Logistics, etc.) to support customer requests, meet deadlines and find timely resolutions.
• Serves as a voice for the customer.

10%

• Assists in the development, testing and piloting of new process and procedures.
• Supports promotional sales campaigns, product launches and cross selling or upselling activities.
• Takes overflow calls from other client customer contact sites for business continuity.

10%

• Special Order Handling, including all government, donation orders and others as required. Support shipping schedules to ensure on time delivery.
• Meet and exceed established order accuracy standards and turnaround times. Handle inbound customer contacts regarding order inquiries, order placement and general product questions.
• Works with business planners to manage stock in short supply.
• Supports Marketing promotions and product launches.

10%

• Identifies and participate in process improvement efforts.
• Represents the department within Supply Chain and supported Business
• Participates in cross functional teams and activities.
• Participates in other projects and designated meetings as required.
• Provides customer feedback to stakeholders.

10%

• Investigates and performs analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines.
• Handles all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.

 

Demonstrates the following competencies:

Leadership Commitments – How we lead ourselves and our work

• Be bold and strategic
• Remove obstacles and empower others
• Deliver results that matter
• Debate and decide, then commit and go
• Win as on client
• Have the courage to iterate, try new things and embrace change

 

MINDSET – The attitude we bring to our work

• The best way to help customers and patients is to truly know them
• Challenges are opportunities to grow and improve
• Inclusion and diversity make us a stronger team
• Speaking up builds trust and gets to better outcomes faster

 

Scope of Responsibility:

Strategic Orientation:

• The degree to which the position has responsibility for influencing and/or developing strategies for achieving company goals and examples.
• Specific scope of responsibilities is to be based on the specific role. Participation and support department continuous improvement initiatives.
• Works in close coordination with other teams to meet resolution and quality expectations.
• Maintains in-depth knowledge of products, processes, and policies.
• May require supervision to resolve complex issues.
• High Impact on customer satisfaction levels.

• Applies specialized knowledge / skills to perform routine and non-routine work.
• Partners with Internal / External Groups: Sales, Marketing, Credit, Integrated Supply Chain and Logistics, Distribution, and Distributor Relations, Quality Assurance, Customer Facing Master Data Organization, Distributors, Direct Customers, and Health Care Professionals
• Influence extends to customers, peers, team members, and key stakeholders.
• Participates in training activities.

 

Impact on Business Results

Degree of Accountability:

• The degree to which the position entails making key decisions that affect business performance and examples.
• Has moderate discretion and decision making.
• Accountable for the execution of specific tasks with moderate discretion and with minimal oversight from a supervisor.
• Responsibility to execute requests at a skilful and practiced level, meeting goals and satisfying service levels.

 

Financial Impact:

• The degree to which the position has an impact on those things that drive revenue generation and profitability.
• Has some effect on quality, cost and/or productivity.
• Ability to use the most cost-effective solutions to drive down costs for operating expenses.
• Erroneous decisions will have a long-term effect on the company’s success.

 

7. Essential Functions

• The purpose of this section is to help identify any modifications or adjustments to the work environment that might enable a qualified individual with a disability to perform the essential functions of the position.
• If there are any additional functions (not identified in the responsibilities section above), including physical capacities, that require a significant amount of time, and that would lead to a serious consequence if not performed, please identify, and describe those essential functions here.
• Please refer to the Guidance document for more information.

 

KSA Requirements (Knowledge, Skills, and Abilities)

Requirements (indicate the minimum)

Knowledge

• Strong analytical and computer skills (particularly spreadsheet and reporting programs).
• Knowledge of Supply Chain Management and previous experience leading or participation in cross-functional projects.
• Proven ability to analyze data and use critical thinking skills to think outside the box.
• Knowledge of Customer Support software included phone system, ERP and workforce management.

 

Skills

• Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Written Communication, Critical Thinking Skills, Relationship Building, People Skills, Interpersonal Savvy (Team Orientation), Problem Solving.
• Demonstrated ability to work effectively under pressure when needed in a deadline-oriented environment.
• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
• Strong computer skills
• Strong team orientation.
• Excellent interpersonal skills and service orientation.
• Excellent oral and written communication skills; attention to detail paramount.
• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
• Continuous and versatile learner.

 

Education/Degree

• High School Diploma or GED
• Preferred: Associate’s /Bachelor’s Degree (business or related studies) or equivalency or 5+ years’ work experience.

 

Experience (indicate the number of years)

• 2+ years business related experience in a customer contact center
• 1+ year(s) experience with Microsoft Office Suite (Outlook, Word, Excel, IE, Chrome, Teams)
• 1+ year(s) experience with multiple channels of communication: phone, email, chat.
• Preferred: 1+ year(s) experience working in an ERP (SAP and or JDE).
• Preferred: Experience in a medical device or health care company.

 

Other: Identify the minimal level of other competencies required for the position.

• Must be able to be flexible in work schedule, including willingness to work overtime as needed and/or an occasional Saturday if business needs dictate.
• Ability to formulate decisions to new and rapidly developing challenge