Customer Service Specialist

Description

Duties & Responsibilities:

• Provide primary telephone coverage for all customer service functions including order entry, return authorizations, product information requests, requests for quotations (RFQ) from customers and field sales force and route calls to the appropriate personnel.
• Enter orders received, prepare quotes and maintain files for all quotes that are processed. Process sample requests through the designated approval process.
• Set up new customers as needed.
• Computes price, discount, and shipping charges as required.
• Informs customers of unit prices, shipping date, anticipated delays and any additional information needed by the customer.
• Interface with warehouse to manage daily flow of orders, shipments, to be sure of timely response to all orders and requests.
• Follows up on orders to ensure delivery by specified dates.
• Checks invoices for shipment to ensure the warehouse entered according to customer request.
• Confers with shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments.
• Compiles statistics and prepares various reports for management.
• Provide customer support to answers questions from customers or individuals on how a product operates or directs them to the person able to assist them.
• Maintains customer database including, but not limited to, customer name, addresses, shipping account and terms.
• Responsible for return with RMA and Credit/Rebills.
• Monitor tracking repairs that are sent to Headquarters, from start to finish.

Education & Experience:

• High school diploma or GED diploma, college degree a plus with 1 years of customer service experience.
• Proficiency with Microsoft Office, Word, Outlook and Teams.
• Experienced with Sage or IFS desired.
• Excellent interpersonal and telephone communication skills.
• Ability to work individually and collaboratively in a high call volume.
• Ability to multitask, manage time and prioritize tasks.

Requirements

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Does DORC International make you happy?

Does working for you mean working together? Realizing surgical devices together that help to make people see again? With a hands-on and both legs on the ground mentality? Do you want to work for an organization where you get freedom and responsibility? Where you are fully stimulated to come up with new ideas? And where innovation, quality and technology are woven into the DNA? Then DORC International is the place for you.   

Would you like to know more about working at DORC International? Then read on here. 

Did you know ...?

DORC, short for Dutch Ophthalmic Research Center, manufactures equipment, instruments and liquids used in eye surgery.

DORC is a ZEISS company, an internationally leading technology enterprise that develops, manufactures and sells highly innovative products and solutions in a variety of business fields, such as medical technology. As a company wholly owned by a foundation, ZEISS is rooted in and committed to responsibility in all its activities.

Will you be our new Customer Service Specialist?

Are you up for this? Then apply directly via the red button! Do you still have questions? Then contact Karen Shahtanian our HR Business Partner: k.shahtanian@dorcglobal.com.

Equal Employment Opportunity Statement

DUTCH Ophthalmic USA (part of DORC International) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.