Customer Service Representative

Company: Careerbuilder-US
Location: Warren
Posted on: March 19, 2023

Job Description:

Job Description:
Are you inspired by innovation, talent, and technology? Do you thrive in a customer centric environment?
If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world.
As part of the Services Team, you will provide front line support to our customer's concerns in a fast paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions which align with our company and business objectives. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn. You also have experience with customer service, sales, marketing, and supply chain.
Responsibilities:

Successfully resolve routine problems in a way that makes sense to recover the customer to our brand while promoting customer advocacy.
Continuously provide accurate information with a goal of exceeding customer expectations.
Professionally handle inquires through a multi-channel platform while developing strong working relationships with various medical professionals, including high profile surgeons, hospital administration, and field sales representatives.
Log all received emails and chats into our customer support SFDC case system.
Use judgement to determine when to escalate incidents to Tier 2 and technical teams.
Monitor inquiries to identify repetitive issues that may be arising.
Develop knowledge articles to decrease resolution time.
Collaborate with Tier 2 to enhance knowledge and improve service level agreements.
Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies, and resources
Accurately process daily order and product returns using multiple business systems
Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
Understand and execute on FDA and internal requirements as it relates the complaint reporting process.
Prepare and execute on various reports such as the daily backlog and billing reports
Coordinate with various internal groups on customer issues.
Possess a good understanding of customer and internal escalations
Gain autonomy and advanced knowledge of workflows
Actively identify areas for process improvement and optimization that will drive department efficiency and create value for our customers
Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
Maintain timely status of training records at all times
Maintain an appropriate level of confidentiality regarding customer and company data
Foster and contribute towards a positive and collaborative culture

Qualifications
Qualifications/Job Requirements:

Intermediate experience with customer service, sales, marketing, and supply chain.
Minimum Associates degree preferred and minimum of three years' experience in a fast-paced customer support, call center, or order management role within a high technology manufacturing environment.
CRM/SAP, SFDC and ERP experience.
Superior written and verbal communication skills.
Calm under pressure, can execute and thrive in a high-volume, continuously changing, fast-paced environment.
Knowledge and understanding of multi-channel contact model including phone, email, chat, and social media platforms
Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision.
Service-minded team player with a positive attitude and strong work ethic.
Strong attention to detail and understanding of revenue recognition requirements.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits and equity, and the anticipated pay rate for this position is $62,900 to $85,100. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including location, skills, and experience level.
Additional Information
Due to the nature of our business and the role, please note that Holliston Holdings, LLC and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.
Holliston Holdings, LLC is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
Shift : Day
Travel : 10% of the time
Travel Requirements:10% of the time Shift:Day

Keywords: Careerbuilder-US, Detroit , Customer Service Representative, Hospitality & Tourism , Warren, Michigan