POSITION SPECIFICATIONS: | To be completed by Compensation: |
Date: | 02/25/2025 | Job Code: |
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Title: | Customer Service Specialist
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Department: | Customer Service | Job Family: |
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Reports To: (Title) | Customer Service Manager | Pay Grade: |
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Direct Reports: | None | Survey Source: |
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POSITION PURPOSEProvide a brief description as to the primary purpose of this job (no more than three to five sentences). |
This position is a crucial customer liaison responsible for delivering exceptional service to Regeneration Services customers. The primary objective of this role is to build and nurture customer relationships, driving retention and business growth. The role will develop a deep understanding of our products, distribution processes, and market dynamics to provide innovative solutions to customer challenges and ensure outstanding service quality. This position offers valuable opportunities to learn about our business, product distribution, and systems such as SAP. The position will collaborate closely with various departments including sales, supply chain, demand, finance, logistics, product stewardship, and operations. Key responsibilities include onboarding new customers, receiving and processing orders, coordinating logistics, managing order to cash, setting up quality standards, and effectively addressing any customer complaints. To excel in this role, the individual must possess a genuine passion for assisting customers, exceptional communication skills, and a strong commitment to promoting our business.
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PRIMARY DUTIES / RESPONSIBILITIES List essential job functions; describe in terms of actions (verbs) and desired outcomes in order of most important first. |
Effective Customer Communication: Engage with customers to understand their supply needs, product quality requirements, invoicing needs, and service requirements. Respond to customer inquiries promptly and provide timely and accurate information. Develop strong communication skills to effectively convey information and address customer concerns.
Order Processing and Invoicing: Manage sales to cash in S4 Hana including order entry, price validation and invoicing. Generate and issue invoices to customers, ensuring accuracy and adherence to pricing and fee guidelines. Update system records with pricing, delivery location information, and quality requirements as needed.
Problem Resolution and Creative Solutions: Address customer issues and concerns related to billing, pricing, and product quality. Develop creative solutions to resolve problems, ensuring customer satisfaction while considering the needs of the business. Collaborate with cross-functional teams, such as billing, pricing, and quality control, to find effective resolutions.
Account Management and Supply Coordination: Follow up on delinquent accounts to ensure a continuous supply for customers. Coordinate delivery logistics and communicate order requirements to plant sites and truck carriers. Monitor key customer inventories to schedule deliveries and prevent product shortages.
Customer Complaint Handling: Offer solutions to customer complaints that balance the needs of the business and customer satisfaction. Actively listen to customer feedback, address concerns promptly, and provide appropriate follow-up actions. Collaborate with relevant teams to implement preventive measures and improve overall customer experience.
Order Placement Excellence: Drive excellence in order placement accuracy, ensuring all customer orders are processed correctly. Follow up with customers to provide updates, delivery schedules, and any necessary order modifications. Maintain clear and consistent communication throughout the order fulfillment process.
Logistics Vendor Managed Inventory On-call Responsibility: Participate in a rotating on-call schedule, providing 24/7 coverage for customer care team responsibilities. Minimal calls in after-hours Ensure availability and responsiveness during designated on-call periods, which may occur approximately 6-8 weeks per year.
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QUALIFICATIONS List the minimum requirements to be considered for this position. |
Education / Experience / Background | Associate, Bachelor degree or equivalent experience in CSR field. Two or more years in customer service industry strongly preferred. Prior SAP experience is a plus Knowledge in accounting is a plus.
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Knowledge / Skills / Abilities | Advanced knowledge in Microsoft office and windows based applications. Excellent communication skills Problem Solver Highly focused on customer satisfaction Ability to work in a high paced team environment Ability to master SAP Must possess excellent organization skills to provide accurate follow-up, understand inventory management, have the ability to understand the strategic and translate that strategic direction into tactics with their assigned customers. Multitasking, project management including the ability to translate needs into a workable implementation plan, change management Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment Excellent phone communications and interpersonal skills with multiple functional groups Must have strong organizational skills as well as be extremely detailed oriented. Ability to write business correspondence. Ability to effectively present information and respond to questions from employees, managers, customers and the general public. Ability to read, analyze and interpret general business correspondence, company policies and procedures and governmental regulations. Must have a professional telephone manner with the ability to maintain composure and remain pleasant under high pressure situations.
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Required Certification / Licenses / Training | |
WORK ENVIRONMENT |
After 90 days, In office 3-4 days / week and remote 1-2 days per week. Office located in Newark, DE near the Christiana Hospital |
