Position       : Customer Care Support Associate – Urgent Need

Location : Warwick, RI

Duration : 12 Months Contract

Total Hours/week : 40.00

1st shift

Description:

• This individual works as an advisor to our customers, building strong relationships while providing ongoing support to exceed all of their expectations of their current and future business needs.
• He or she will possess strong interpersonal skills with the ability to listen and anticipate the customer’s needs.
• He or she will work with a team of talented, professional individuals processing orders for innovative medical devices that provide superior clinical benefits to patients and care givers.
• This position reports to the Customer Service Supervisor, Order Processing Team.
• He or she works very closely with the Supervisor and Team Leads to ensure the department’s stated goals and quality standards are achieved.
• The duties of this position will adjust to the needs of the business as it grows.

Essential Duties and Responsibilities Include the Following:

• Provide primary phone line coverage.
• Process all customer orders via phone, email and fax transmittal.
• Process charity orders.
• Monitor the Customer Service email box.
• Monitor the Customer Service voice mailbox.
• Manage C.R. Bard email and phone Help Lines.
• Work closely with Global Distribution Center to ensure movement of orders throughout day and to provide end of day closure.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.
• Adheres to and ensures compliance with C. R. Bard, Inc., guidelines, protocols, and policies.
• Other duties may be assigned as required.

Qualifications:

• Exceptional interpersonal skills with the ability to “read” customers and display patience when working with people.
• Skilled in the use of personal computers and office software including familiarity with MS Word, Excel, PowerPoint, and Outlook.
• Ability to multitask using dual monitors, while working in multiple systems.
• Clear communication skills (written and verbal), using positive language, while speaking in a calm and cheerful manner.
• Ability to work with and maintain confidential information.
• Ability to resolve potentially stressful customer interactions.
• Excellent organizational skills.
• JDE experience desirable.
• Demonstrated excellence in the continuous handling of meticulous detail.
• Excellent data entry, proofreading, and typing skills.
• Skilled in solving basic math equations.

• All job duties to be performed under supervision.

Education and/or Experience:

• High School Diploma Required.
• Some College preferred.
• Customer Service Call Center Experience preferred or equivalent.
• Experience in Medical Device CS or Clinical environment a plus.

Language Skills:

• Excellent English verbal and written communication skills.
• Second language a plus.
• Communication in this job is often with hospital professionals.
• This requires a special set of skills, knowledge, and experience. Previous work in a clinical setting preferred.

Mathematical skills:

• Ability to solve basic math equations.

Reasoning Ability:

• This position requires the ability to adapt to new, rapidly developing challenges.
• Attention to detail is paramount.
• Ability to learn quickly is a must.
• Decisions must be made in a timely manner to service the needs of customers and/or Sales Territory Managers.

Physical Demands:

• This individual will work in an office environment with moderate noise. Infrequent lifting of over 25 lbs will be required.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• This individual generally will work in an office environment with moderate noise.