Customer Service/ Administrative Assistant

Contract to Hire

Onsite 5 days a week. Sarasota, FL

• Required: administrative assistant or corporate customer service experience
• experience working in jobs where high volume multi tasking is required
• basic math skills
• Strong Communication and Interpersonal Skills
• Proficient in Microsoft Office (word, excel, outlook)
• vaccination required
• Preferred:Degree
• fluent in Spanish and/or Portuguese is plus
• Medical Device Industry or Ophthalmic Industry knowledge or experience

Seeking hires that are energetic and Customer service focused. Strong multi tasking and critical thinking (specifically math ) skills are required. Estimated volume is approximately 20-30 phone calls a day and 20-30 orders processed. The workload is not high volume, however it is highly detailed phone calls and highly detailed orders.

Job Summary:

Support customers by providing timely, relevant information, resolving questions, responding to complaints, and going the extra mile to engage with customers whilst performing duties in an efficient professional and courteous manner.

Act as front-line support for customers, to ensure customers are satisfied with products, services, and features.

Building sustainable relationships of trust through open and interactive communication both internally & externally. Maintain records of customer interactions, process customer orders, follow communication procedures, guidelines & policies.

RESPONSIBILITIES

Answer email, telephone, fax, and postal enquiries from existing and potential customers efficiently.

Ensure all customer calls/enquiries are handled within agreed timescales.

Record information on calls received; maintain detailed and accurate records through ERP & CRM system.

Identify opportunities to “up-sell” during customer interaction

Process orders, return authorizations and credit note requests timely & accurately

Identify, resolve, and record customer interactions liaising with Manufacturing sites and other internal departments and locations as required

Prioritize workload, organize own time so that deadlines are met and enquires are answered promptly or passed to the appropriate person

Other duties, special projects as required

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of MS Office suite

Knowledge of Customer Service Skills & Practices

Knowledge of company policies & processes

Advanced Telephone skills

Advanced keyboard accuracy

Intermediate Excel skills

Ability to use positive language

Ability to balance multiple priorities

Ability to establish and maintain effective working relationships with coworkers, managers, and customers

Ability to remain calm, especially when under pressure

Positive interactions with members of organization

Time management

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

Bachelor's degree in Business or related field; or equivalent combination of education, training and experience

Fluent professional English and 1 other European core language... (or e.g. Fluent professional French & English)

Must have excellent PC/system skills and be computer literate with the ability to learn software programs e.g. Microsoft Office and other databases (ERP Systems)

Exceptional attention to detail & accuracy

Strong communication & interpersonal skills

Strong problems solving skills with high energy and adaptability

Understand & demonstrate Vision & Core Values

Calm & consistent demeanor

Language skills an advantage

Demonstrable ability to work within an environment of consensus and cultural sensitivity

Customer Service experience would be an advantage.

Knowledge of the Ophthalmic Industry or Medical Device Industry would be an advantage

PHYSICAL REQUIREMENTS

Extensive use of Monitors & keyboard requiring repetitive motion of fingers.

Extensive use of telephone and face-to-face communication requiring accurate perception of speech.

Regular sitting for extended periods of time.