Position                       : Customer Care Specialist II (Must Have 2 - 3 years of Exp In Call Center)

Location                     : Salt Lake City, UT

Duration                     : 2 Months Contract

Total Hours/week      : 40.00

 

 

Description:

Summary - Main Purpose of the Position

·         Provide exceptional levels of customer care 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

% of Time (estimated) Responsibilities:

1 50%

·         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 in ERP system.

2 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.

3 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.

4 10%

·         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.

5 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.

 

 

6 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.

5 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.

·         Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

·         May perform other duties as required

 

A client Associate demonstrates the following competencies:

VALUES – Our standard of behavior

·         We do what is right

·         We are all accountable

·         We thrive on innovation and demand quality

·         We learn to improve every day

 

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

 

Position-Specific Overview

·         This section to be updated by the direct manager as needed to reflect specifics of the role.

 

 

 

 

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.

·         Continuous interaction with Supervisor and Team Members.

·         Participation and support department continuous improvement initiatives.

 

Sphere of Influence:

·         The degree to which a position influences and guides business activities, decisions and processes within a function or unit, as well as across organization boundaries and examples. Specific scope of responsibilities is to be based on the specific role

·         Applies specialized knowledge / skills to perform routine and non-routine work.

·         Follows established procedures, practices, and policies for Customer Care.

·         Influence extends to customers, peers, team members, and key stakeholders.

 

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 oversight from a Supervisor.

·         Responsibility to execute requests timely and with quality and accuracy.

 

Financial Impact:

·         The degree to which the position has an impact on those things that drive revenue generation and profitability.

·         Ensures that orders are entered timely and accurately so that invoicing can occur.

·         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.

 

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 • 2+ years business related experience in a customer contact center

·         Experience managing supplies and equipment.

·         Proficiency in Microsoft Office.

·         Experience with contact center software / phone systems.

·         Preferred: 1+ year(s) experience working in an ERP (SAP and or JDE).

·         Preferred: Experience in a medical device or health care company.

 

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.

·         Skilled in the use of computers.

·         Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.

·         Excellent organizational skills; attention to detail

·         Positive Service Attitude.

 

Education/Degree

·         High School Diploma or GED

·         Associate’s /Bachelor’s Degree Preferred

·         Certifications (if applicable) • N/A

·         Experience (indicate the number of years) • 2+ years business related experience in a customer contact center

·         For people management position, indicate years of experience required • N/A

Other:

·         Identify the minimal level of other competencies required for the position.

·         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.

 

Language Skills:

·         English – proven oral and written communication

Mathematical Skills:

·         Ability to solve basic math equations.

Reasoning Ability:

·         Ability to draw logical conclusions; proven analytical ability

·         Ability to formulate decisions to new and rapidly developing challenges.

·         Problem solving / application of judgement in dealing with customers.

·         Ability to learn quickly.

 

Physical Requirements

·         This individual will work in an office environment with moderate noise. While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment. The employee frequently is required to talk and hear.

·         The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch and stand for extended periods of time.

 

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