Customer Service Representative/Order Management
2 weeks ago
Customer Service Representative/Order Management (Medical Device) | 100% onsite Monday-Friday
Summary of Duties and Responsibilities:
- Managing the entire order process in (SFDC). Tasks include, but are not limited to:
- Processing orders in SFDC
- Faxing or call Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc. and for following up consistently to obtain in a timely manner.
- Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)
- Resolving holds on orders so specimens received can begin testing ASAP.
- Monitoring reports on CS Dashboard to stay on top of workload.
- Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, results, incoming portal order or registration requests.
- Handling Physician Call Back Requests
- Responsible for forwarding call back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC
- Managing Portal Accounts
- Setting up new portal users, managing password resets, and assisting with IT support as needed
- Account management
- Creating new physician contact records as well as medical practice records in SFDC.
- Must keep accounts updated with current names, addresses, contact info, special notes, etc.
- Follow-Up on Cases
- Proactively contact Pathology for additional material when orders result as QNS or Inappropriate Sample Type
- Incoming Calls/ Emails
- Must be logged into CS Call Queue and be available for incoming calls to main phone line as well as direct line.
- Monitor team email inbox as well as individual email inbox.
Qualifications:
- Excellent multi-tasking and organizational skills.
- Highly proficient using a PC, the internet and MS Office applications especially Outlook.
- Advanced attention to detail skills.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Experience being in a call queue and reviewing purchase orders in an order management system.
- Positive, can-do attitude and the ability to work successfully in a team environment.
- Flexibility about schedule during quarter end, or peak volume times is required.
- Punctual, regular and consistent attendance.
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