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Customer Service Representative

3 months ago

Providence, United States UFP Technologies Full time

About Contech: Contech Medical, a UFP Technologies company, is a global leader in the design, development, and manufactureof class III medical device packaging primarily for catheters and guidewires. Our experience in packaging, assembly and distribution encompasses multiple continents and the largest medical device companies in the world. Customer Service Representative Summary: The Customer Service Representative is engaged in handling orders, telephone and other inquiries from customers. Complies with customer service policies and procedures to ensure consistent customer service and satisfaction to our medical customers. Recommends corrective action, maintains records regarding customer requests and determines work procedures/schedules to expedite workflow. Provides support to outside salespeople on key customer accounts. Location: This position is on-site in Providence, RI. Qualified applicants must be eligible to work in the United States to be considered for this opportunity. Employment based visa sponsorship (including H01B sponsorship) is not available for this position. Customer Service Representative Duties and Responsibilities: Communicates customer specifications and requirements to engineering / estimators, i,e, Request for Quote (RFQ). Handles every aspect of a customer's purchase order, including, but not limited to, the timely verification of data and accurate entry of order information into the order entry systems. Works with purchasing and production personnel as required to define delivery dates, communicate delivery commitment to customers and follow-up with written acknowledgements. Serves as customer advocate driving improvements in service levels as needed. Acts as a point of contact for the field sales team to identify, investigate and clarify problems and determine quick and effective resolutions. Communicates proper billing terms, agreements and conditions to Accounts Receivable. In some cases (i.e. government contracts) processes invoices. Handles Return Merchandise Authorization (RMA)'s and credits through the accurate and timely entry of data into the Customer Relationship Management (CRM) data base. Provides and monitors the metric for on-time delivery, order fulfillment and cycle time. Ensures continued improvement of service levels and provides corrective actions to sustain customer service levels. Supports continuous improvement efforts as required. Maintains overall service continuity between customer service / inside sales, outside sales, engineering and operational personnel to ensure that customer service levels are maintained. Manages special projects as assigned by manager. Remains accountable for all commitments made. Confirms quotes through data base with customers. Customer Service Representative Requirements: High school diploma or general education diploma (GED), and One-year customer service or sales experience, preferred. Epicor experience, preferred. Must possess intermediate skills with PC applications in a Windows environment, such as Microsoft Word and Excel. Basic understanding of math skills. Excellent telephone manners. Strong listening and comprehension skills to communicate effectively both in person on the phone. Demonstrated flexibility, sense of urgency, and ability to complete tasks quickly and efficiently without sacrificing quality. Excellent verbal and written communication skills and strong interpersonal skills, with the ability to contribute positively to team morale. Ability to communicate well with individuals and groups. Strong organizational, follow-up skills, and attention to detail. To apply for this job please create a profile with us through our online application system. Click the "Apply" box in the upper right-hand corner to start the application process. Or, if you already have a social media account with LinkedIn, Google, or Facebook you can use your log in credentials to apply. Contech, a UFP Technologies company, is an Equal Opportunity employer Minorities/Women/Veterans/Disabled. #UFP #MEDTECH #RI #J-18808-Ljbffr