Customer Care
2 weeks ago
- Stable, growing, essential business
- A team that loves working there and a team that knows the work they do makes a difference
- Culture rooted in its people and their passions
- Responsible for answering inbound calls from customers wishing to place orders, inquire about an order, or resolve an issue
- The brand ambassador delivers delight in every interaction. You help deliver the right product, in the right hands, and in the right amount of time. You impact your line of business through empathy, order quality, first-call resolution, and promoting satisfied customers leading to growth, retention, and advocacy
- Order Management: Answer inbound calls, process orders via multiple channels, email customer confirmations, follow-up, and provide status information to customers, process drop-ships, prioritize, and perform daily follow-ups to ensure timely resolution, review orders for accuracy, and make changes to existing orders, provide pricing when requested, route special orders using the appropriate process, and ensure that order drops to fulfillment without delay
- Customer Communication: Collaborate with other internal departments on behalf of the customer, explain basic products and services
- Customer Resolution: Research and resolve billing and pricing inquiries, evaluate customer concerns and resolve to customer satisfaction, resolve any order issues that impede same-day shipping, determine and authorize credits/rebills and product returns
- One to two years of customer service experience
- Basic understanding of MS Outlook, Word, and Excel
- Experience should include an environment where calls are monitored and scored as well as metrics applied to individual and team performance
- Able to successfully work in a changing environment
- Strong interpersonal skills; must be able to develop and maintain cooperative working relationships with customers and co-workers
- Ability to accurately assess a situation, identify, and resolve customer problems
- Able to diffuse an upset customer and an intense situation
- Must possess self-motivation and the initiative to exceed customer expectations
- Superior communication skills, both written and verbal. Able to present information and solutions in a professional and courteous manner
- Excellent attention to detail and accuracy
- Able to organize and prioritize tasks to handle call load and still finish other duties
- Experience working within a distribution company preferred
- Emergency Medical or Hospital relate experience a plus
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