Customer Service Representative

7 days ago

Alpharetta, United States InterSources Full time
Job Title: Customer Service Representative
Location: Alpharetta, G
Duration: 6 Months

Shift : 8:00am to 5:00pm

Job Description:
  • The position is a part of the Domestic Service Center who processes orders for a wide variety of customers.
  • Their primary responsibilities include nswering inbound calls resulting in Order Entry, Order Management and serving as the first tier of support for product and technical questions.
  • dditionally, 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.
  • Detail Oriented individual is effective with time management and organization skills.
  • They ensure completeness and accuracy when customers' requests and concerns.
  • 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.
  • 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 Product 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.
  • ccurately 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
  • ddress 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
Education:
  • 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:
  • 5+ Years of Relevant Work Experience
  • 3-5 Years of Experience in Call Centers
Preferred:
  • Bachelor's degree or actively pursuing a degree
pplications:
  • Basic Microsoft Suite Competency (Outlook, Word, Power Point)
  • Previous SAP experience or other Order Management Systems a plus but not necessary
  • Salesforce.com knowledge a plus but not necessary
Notes:
  • Patient Contact - Non Spanish Speaking.
  • This resource will be speaking directly with the patients on getting the equipment shipped, trained on, etc.

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