Position : Customer Service/Call Center 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)

Workdays/hours: Must be able to work any hours between 7am - 6pm Monday thru Friday

Job Description:

Key responsibilities will include:

• 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 enter in ERP system.
• 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.
• 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.
• 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.
• 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.
• Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulation

Job Requirements:

• Minimum of 2 years business related experience in a customer contact center.
• Minimum of high school diploma, or equivalent; an Associate’s or bachelor’s degree is preferred.
• Experience managing supplies and equipment.
• Proficiency in Microsoft Office.
• Experience with contact center software and phone systems.
• Minimum of 1 year experience working in an ERP (SAP and or JDE) is preferred.
• Experience in a medical device or health care company is preferred.
• Must be able to work shifts ranging from 7:00am – 700pm EST/EDT
• 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.
• Demonstrated excellent customer service skills.
• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
• Excellent organizational skills; attention to detail