What are the responsibilities and job description for the Customer care specialist position at BioFire Diagnostics, LLC?
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Description
Position Summary : Serve internal and external customers with a first call resolution philosophy by providing information and prioritizing their needs through cross-collaboration with other depts such as sales, supply chain, accounts receivable, marketing, etc.
while also processing customer orders, thereby building loyalty and trust across the organization. Primary Responsibilities :
- Manage customer conversations across all support channels, email, phone, eCommerce, and escalate / forward to appropriate teams as needed to ensure rapid support.
- Process and manage internal / external customer orders and requests received via telephone, fax, mail, and eCommerce, working closely with Logistics and Marketing regarding product allocations and keeping customers informed of lead times and / or delays.
- Analyze customer pricing discrepancies with the pricing team, as required, to ensure accuracy and avoid credit memos.
- Document Customer Logistical Complaints through the Notification module in SAP. Assist in determining root cause and appropriate solution;
enter no charge replacement orders or issue credit / debit memos or returns as appropriate; communicate errors to applicable departments for review and corrective action.
- Assist with projects and programs in collaboration with other customer-facing functions to drive continuous improvement.
- Perform other job duties as assigned.
Education, Skills, & Experience :
- Excellent verbal and written communication.
- General business knowledge such as basic finance, marketing, sales, and accounting
- Working knowledge of SAP preferred
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Last updated : 2024-11-26
