Call/Order Management - North Coast Medical



JOB DESCRIPTIONTitle: Customer Service RepresentativeReports to: Customer Service ManagerPosition Summary Overview: The Customer Service Representative is responsible for all aspects of customer service order processing. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries. Provide service which results in customer satisfaction.Essential Functions & Position Responsibilities: Call/Order ManagementProcess customer orders in an accurate and timely fashion. Respond to inquiries regarding product availability, shipping status, literature requests, special item requests, and new product introductions. Support the generation of customer new accounts, return material authorizations, and credits. Cancel or upgrade accounts.Take payment information and other pertinent information such as addresses and phone numbers.Maintain telephone availability standards.Have knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.Follow established policies and procedures for facilitating customer orders and inquiries.Satisfy the needs of customers including upselling of products and services that complement existing purchases and/or suggest discounted items or shipping for customers who increase their order.Customer SatisfactionResolve customer issues following established guidelines.Respond to internal and external customers with courtesy and ply with telephone service coverage requirements. Communicate with management regarding business issues affecting customer satisfaction. Teamwork and DependabilityDemonstrate ability to work as a team member in order to meet department and company goals.Maintain a professional image and ability to meet agreed deadlines.Follow established attendance guidelines. Demonstrate attentiveness and comprehension at all seminars and product trainingsAdvocate service delivery system improvements.Performs other allied duties as assigned by supervisor. Position Requirements & Qualifications:Bachelors level degree in business communication, or equivalent knowledge and experience with 2 to 4 years’ experience as a customer service representativeExperience in physical & rehabilitation field a plus, but not requiredKnowledge and skills in using effective customer service practicesSkill in using computer and specialized software applications for customer accountsExcellent organizational and communication skills (written and verbal) with demonstrated ability to effectively present to both internal and external customersExcellent documentation and organizational skillsProficiency in Microsoft Office programs including Excel, Word, and OutlookSkill in using common office machinery and equipmentAbility to work with minimal supervisionGood time management skillsAbility to establish and maintain effective working relationships with internal and external customers inside and outside the work group.Physical Requirements & Work Environment:Work involves sedentary to light work in an office setting. There is frequent need to stand, stoop, walk, sit, lift light objects (up to 10 pounds) and perform other similar actions during the course of the workday.Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityHours:Full Time/Non Exempt (work hours to be determined)Salary:Based on experienceRevised on 01/08/2015 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download