Customer Service Representative II

About This Role

This position is responsible for facilitating and managing all aspects of the customer order to cash process, with a focus on orders and returns across a diverse US customer base, in support of the Field Sales organizations. The incumbent will be charged with the timely and successful handing of inbound call volume and all electronic inquiries.

Responsibilities

• Conduct oneself in a manner which ensures compliance with all standard operating procedures, policies, and guidelines encompassed under the Customer Service work statement
• Process requests received from customers and the sales teams including orders, returns, product movement, product pricing inquiries, data analysis/reporting and general customer account questions
• Coordinate inventory movement in the field including trunk stock, consignment and programming inventory to ensure case coverage needs based on sales needs and conduct inventory audits on a regular basis
• Communicate with internal counterparts across the organization in such areas as Accounting, Quality, Supply Chain, Pricing & Contracts and the Sales teams
• Facilitate the returned goods and credit processes related to customer product returns
• Coordinate with global offices for all inter-company shipments and returns
• Assist in the collection of informational or statistical data, supporting the creation and distribution of reports to customers, the sales teams, and Customer Service management
• Obtain necessary information and data for accurate setup and maintenance of customer’s master record
• Work in a collaborative fashion with Accounting and Pricing & Contract Management to identify and resolve customer pricing & payment discrepancies
• Ensure on-going compliance across Quality & Financial systems with regard to all policies and procedures related to the Customer Service function

Requirements

• High School Diploma
• 1+ years of substantive customer service experience
• Intuitive customer focused mindset
• Strong interpersonal skills
• Self-starter and strategic thinker
• Acute problem solving aptitude
• Solid execution capabilities
• Detail orientation
• High level of technical proficiency
• Solid technical proficiency with the entire MS Office Suite (particular mastery of Excel)
• Demonstrated proficiency working within the SAP Sales & Distribution module

Qualifications

• High School Diploma required, with very strong preference for a relevant BS Degree
• 1 or more years of substantive customer service experience

Nice to Have

• Relevant BS Degree
• Directly relevant healthcare customer service experience in a fast paced medical, medical device and /or pharmaceutical environment
• Similar capacity with companies in the banking and financial sectors renowned for their customer service methodologies

Skills

* Required skills

Benefits