Position : Customer Service/Call Center Representative

Location : San Antonio, TX

Duration : 12 Months

Total Hours/week : 40.00

1st 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)

Work schedule Monday - Friday. Hours: Must be able to work hours between 7am - 6pm central time.

*Call Center Exp Required*

Job Description:

• 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:

• 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 system.

15%

• Process requests for credit, rebill and returns as needed. Work with Supply Chain to support on-time delivery and other company KPIs.
• 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

Requirements:

• High School diploma or GED Certifications 2+ years of business-related experience in a customer contact center, within the Healthcare or Medical Device industries Preferred SAP experience or data base experience 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 Preferred: 1 year experience with SAP