Customer Service Representative
3 weeks ago
PURPOSE OF JOB:
- The Customer Service Representative will primarily focus on efficiently processing customer orders and returns while ensuring a smooth and satisfying customer experience.
- This role involves handling order-related inquiries, managing returns and exchanges, and providing timely resolutions to customer issues. The Representative will play a key role in maintaining accurate records and ensuring that customer transactions are processed quickly and accurately.
MAJOR DUTIES AND RESPONSIBILITIES:
- Respond promptly to customer inquiries via phone, email, chat, or other communication channels.
- Provide accurate information about products, services, pricing, and availability.
- Assist customers with product selection, order placement, and tracking, ensuring a smooth and efficient experience.
- Process customer orders, returns, and exchanges accurately and efficiently, ensuring compliance with company policies and QMS.
- Maintain detailed and accurate records of customer interactions, transactions, and issues in NetSuite ERP system.
- Prepare and distribute necessary documentation, such as order confirmations, shipping information, and other information.
- Gather customer feedback and share insights with relevant teams to help improve products, services, and processes.
- Work closely with other departments, such as sales, operations, and quality, to coordinate efforts and ensure a seamless customer experience.
- Participate in team meetings and training sessions to stay updated on product knowledge, company policies, and best practices.
- Contribute to a positive team environment by supporting colleagues and sharing knowledge and expertise.
- Identify opportunities to improve customer service processes and suggest enhancements to management.
- Assist in the development and implementation of customer service policies and procedures.
REQUIRED SKILLS / EDUCATION:
- Bachelor’s degree in business, communications, or a related field is a plus.
- Strong understanding and proficiency in using NetSuite, MS Office (Word, Excel, and Outlook)
- Excellent verbal and written communication skills, with the ability to communicate clearly and professionally with customers.
- Ability to handle difficult situations with patience and problem-solving skills.
- Strong attention to detail and accuracy in processing orders and handling customer information.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Strong organizational skills and the ability to maintain accurate records.
REQUIRED EXPERIENCE:
- Minimum of 2-4 years of experience in a customer service role, preferably in a product-based company.
- Experience handling customer inquiries, complaints, and orders.
- Preferred work experience in medical device or healthcare industry.
- Proven ability to work effectively in a team environment and independently.
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