Position                       : Customer Care Representative (Must Have SAP & 2 Yrs. Call Center Exp)

Location                     : San Antonio, TX

Duration                     : 12 Months Contract

Total Hours/week      :40.00

1st shift

 

Note:

Work schedule Monday - Friday. Hours of operation: vary 7am to 6pm

6 weeks of new hire training. Training schedule: Monday - Friday 7:30 AM oto 4:30 PM or 8am to 5pm.

 

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 contact handling skills and techniques.

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

 

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 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

·       Impact on Business Results

·       Degree of Accountability: Include examples. Erroneous decisions will have a long-term effect on the company’s 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)

 

Skills:

·       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

 

Education/Degree:

·       High School diploma or GED

·       Certifications (if applicable)

 

Experience (in years)

·       Must submit with 2+ years’ experience in Call Centers

·       Preferred SAP experience or data base experience

·       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:

·       Working knowledge of Word and Excel

·       Proven analytical ability

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

·       Within the Healthcare or Medical Device industries

·       1-year experience with SAP