Customer Service Representative

Role: Customer Service Representative

Location: Princeton, NJ

Duration: 12 Months

Description

Monday – Friday 10:30 – 7:00pm EST (Currently Monday & Friday are work from home / Tuesday, Wednesday, and Thursday are in office days)

TEMP TO PERM!

Top skills. Multiple systems (SAP, Salesforce, Oracle, MS Teams, etc…) / Knowledge in EDI if possible (GHX/GFax etc…) / Excellent communication skills

Remote or on-site? Onsite Tuesday – Thursday / Remote Monday and Friday (Please note: This is subject to change to fit the needs of the business)

Updates after supplier call:

• Microsoft Teams/Zoom exp required
• no to very little phone customer service tasks for this role
• Candidate must be able to recognize tech issues and problem solve
• Min of 1 year within customer service/tech/retail experience - any customer service function
• ESSENTIAL DUTIES AND RESPONSIBILITIES
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Resolve Order Management holds daily.
• Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries
• Lead and/or support continuous improvement initiatives for the department. Uses best practices and knowledge of internal/external business practices to exceed department service levels.
• Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
• This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors.
• Partner with Quality Team throughout the recall process.
• Partner with Corporate Complaints team in accordance with the complaint’s procedure.
• Serve as a point of escalation and handoff for BPO cross-over tasks.
• Oversee return procedures in accordance with the Gatekeeper process.
• Process extended service agreements.
• Tracks and resolve complex system problems.
• Serve as a mentor and trainer to BPO representatives.
• Meet and/or exceed goals/KPIs of the position.
• Handle any other duties and/or projects, as assigned, for the benefit of the organization
• Adhere to client Core Values.
• The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays; ability to work from home if the office/company is closed due to weather related or other circumstances.
• This position will require in office work.

DESIRED MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill and/or ability required for his position.

Education:

• Bachelor’s degree or equivalent from a college or university and/or a minimum of five years’ related experience and/or training; or equivalent combination of education and experience.
• Experience:
• 3 years of experience in customer service, accounting, finance, or information systems.
• Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
• Passion for customers and delivering a world-class service experience.
• Excellent troubleshooting, problem solving and decision-making skills with excellent attention to detail.
• Demonstrated critical thinking and analytical skills.
• Demonstrated ability to embrace change and adaptability.
• Ability to partner with key internal and external stakeholders, establish effective working relationships.
• Proven ability to work both independently and in a fast-paced team environment.
• Ability to follow through and successfully execute tasks while adhering to specified quality standards.
• Ability to accept increasing responsibility and grow as the needs of the organization increase.
• Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
• Understanding of Order to Cash processes and related systems. (Oracle, MS Office, Salesforce).
• Knowledge of client products, services, and business operations a plus.

TOOLS AND EQUIPMENT USED

• Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required.