Customer Service Representative

1 month ago

alpharetta, United States Infobahn Softworld Inc Full time

The position is a part of the Domestic Service Center who processes orders for a wide variety of Avanos customers. Their primary responsibilities include answering inbound calls resulting in Order Entry, Order Management and serving as the first tier of support for product and technical questions. Additionally, the Senior CSR assists with Order Fulfillment issues including order and shipping errors, brings an action to customers’ needs by following established guidelines and standard work practices, and provides back-up support to inquires received via email. CSR report to a Service Center Supervisor who will provide direction and Key Performance Indicators to measure progress and success at the individual and team levels. The ideal candidate is Detail Oriented, Customer-Centric, and Focused. A Detail Oriented individual is effective with time management and organization skills. They ensure completeness and accuracy when customers’ requests and concerns. A Customer-Centric individual addresses Avanos customers in a respectful, friendly, and tactful manner. They are adept at listening to customers’ needs, giving clear and concise responses, and, when necessary, delivering negative information in an empathetic and solution focused way. A Focused individual will be able to independently prioritize their work, understand their key metrics, and execute their daily tasks efficiently. They will escalate issues and seek clarity whenever situations arise that are out of their scope or training level. Essential Duties and Responsibilities: • Provides first-line support for internal and external customers via phone, fax, and e-mail, including order fulfillment, product technical questions, supply chain related issues, clarifying information, researching and providing prompt and optimal solutions. • Serve as primary escalation point regarding Order Management issues to field Sales teams. • Accurately enter data into corresponding fields within various software programs (SAP/ERP and Salesforce.com). • Comply with standard work practices to ensure professional and consistent service in support of department phone/fax metrics. • Manage and utilize relevant software, databases, scripts and tools to provide acceptable service to customers • Address and drive resolution of customer issues including order fulfillment, supply chain related issues, information requests. • Provide back-up Account or Process Management based on individual desk requirement. • Provide support for the implementation of strategic projects and corporate driven initiatives, such as acquisitions, product launches, and system upgrades. • Prepares source data for computer entry by compiling and sorting information. • Resolves deficiencies by using standard procedures or returning incomplete documents to the team leader for resolution. • Enters customer and account data by inputting alphabetic and numeric information on keyboard. • Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data. • Purges files to eliminate duplication of data. • Establishes entry priorities. • Provide general data entry support across many teams on an ad-hoc basis Your qualifications Required: • Education: o The knowledge, skills and abilities typically acquired through the completion of a bachelor’s degree program or equivalent degree in a field of study related to the job or experience obtain by other opportunities. • Job Experience: o 5+ Years of Relevant Work Experience o 3-5 Years of Experience in Call Centers Preferred: • Education: o Bachelor’s degree or actively pursuing a degree • Applications: o Basic Microsoft Suite Competency (Outlook, Word, Power Point) o Previous SAP experience or other Order Management Systems a plus but not necessary o Salesforce.com knowledge a plus but not necessary

Hours : 8:00am to 5:00pm

Additional Job Details : Patient Contact - Non Spanish Speaking This resource will be speaking directly with the patients on getting the equipment shipped, trained on, etc. Laptop is provided.

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