Customer Care Representative I

The goal of the Customer Support Specialist is to make it easy for healthcare providers to experience the benefits of our products and expertise through hassle-free customer service that provides answers, solves problems, and overcomes barriers to access.

This key role acts to efficiently process customer orders, respond to enquiries or connect the customer with the appropriate person or team that can. The Customer Support Specialist empathizes with what goes on in the life of a busy healthcare practice by understanding what the immediate needs of the customer are and by proactively anticipating and communicating what next steps will be to the customer. Finally, the Customer Care Specialist sees every interaction as an opportunity to showcase our DNA and values.

Your responsibilities will include :

1. Manages inbound customer and Sales team emails to accurately process orders
2. Manages outbound communications to Sales team to resolve issues and answer questions
3. Responds to incoming call inquiries and helps resolve issues and complaints
4. Transcribes ordering information into custom order tracking and database application
5. Maintains all incoming emails are properly filed
6. Performs verifications of order processing including support for Build Planner
7. When required, connects callers with the next level of expertise
8. Collaborates with field sales teams on customer cancellations and credits
9. Completes proactive outbound follow ups with sales team and healthcare providers based on unresolved customer issues, unusual orders, and license statuses
10. Distributes reports as required by accessing electronic folders, applications, or spreadsheets
11. Supports GMP compliance by completing recertifications and training assignments in timely manner
12. Establishes and maintains professional business image through appropriate business communications (verbal, written and electronic) dress and behaviour
13. Ensures that all interactions and engagements are carried out with the highest ethical and professional standards and that all work is accomplished with quality and in accordance with company values

Required qualifications :

1. A technical degree or bachelor’s degree in Business Administration or related field
2. A minimum of 1 year of experience in a customer service position
3. Proficient in Microsoft Office, especially Outlook, Excel and Word

Preferred qualifications :

1. Experience in Medical Device or Health Care setting
2. Medical device manufacturing experienced preferred
3. Desired knowledge : SAP

Requisition ID : 586775