Customer Service Representative

2 months ago

Cleveland, United States Insight Global Full time

A client of Insight Global is looking for a qualified Customer Service Representative to sit in Brecksville, OH.


Duties and Responsibilities: This following list of duties and responsibilities is not comprehensive but meant to represent the most common or important duties of the position. Other duties may be required and/or assigned.

* Demonstrate a sincere desire to assist customers and put their needs first.

* Communicate effectively, based on a customer's mindset.

* Research, navigate and independently locate answers from webpages and resources (e.g. DFU) in a variety of situations.

* The primary function is to receive purchase orders and enter sales orders into ERP database Microsoft Dynamics. Ensure that the order entry, shipping, and billing information is accurate for each order. Verify product, price, freight terms, credit terms, and other conditions of sale.

* Manage time effectively. Enter a large volume of orders and respond promptly to customer inquiries. Attention to detail and accuracy is paramount.

* Responsible for double-checking own work, and the work of others, to limit errors.

* Set up new customers in ERP system, verify tax status, and coordinate credit applications and tax exemption forms with accounting.

* The customer service representative will provide information to customers in response to inquiries about products and services, via email and phone. Some product knowledge is required to converse with customers.

* Effectively manage incoming calls from buyers and direct customers, and handle them appropriately and promptly.

* Verify order status and all related aspects for fulfillment of customers' sales orders.

* Involves verification of customer pricing relating to price lists, products, and product sales to customers.

* Handle complaints or returns received directly from our customers, or through other internal departments. The complaint/return process has many steps and will require a high attention to detail.

* After training you will be expected to troubleshoot customer product issues over the phone.

* Ensure that all responses are timely and inquiries or complaints receive the necessary resolution and follow up.

* Possess a strong work ethic and team player mentality as this position requires all customer service representatives to work together. Ability to coordinate workload with teammates is a must.

* Other duties as assigned


Required Skills and Experience:

  • High school diploma required. Customer service experience. Computer experience.
  • Language Skills: Ability to read, analyze, and interpret medical device questions/documentations and process all requests accordingly. Ability to write business correspondence with clients and vendors. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Essential Job Functions: Critical features of this job are described above, they may be subject to change at any time due to reasonable accommodation or other reasons.

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