Customer Service

7 days ago

Lake Forest, United States Compunnel Full time
Description:

This position is Customer Service in a Call Center for a company providing healthcare products to customers.
Working in this position, you will be handling both phone and email communications from both internal and external customers.
The position will require accessing multiple systems to complete these activities; therefore, an ability to multi-task during live interactions will be required.

Duties & Responsibilities:

Be available on a toll-free phone line to respond to customer phone inquiries, while working emails in between calls.
Provide a solution for all customers utilizing only approved resources and tools.

Maintain pleasant & professional tone on all written and phone communications.

Process customer orders

Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA, etc)

Create incidents, tasks, and inquires within Oracle Service Cloud where applicable and respond to those inquiry types assigned

Review orders for product availability

Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions, availability, shipping dates and back order resolution

Coordinate with the shipping companies regarding order status and P.O.Ds

Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery

Other miscellaneous duties or special projects as assigned

Knowledge, Skills & Qualifications

Excellent verbal and written communication skills

Basic excel skills

Ability to learn remotely via WebEx and work remotely

Ability to communicate clearly and effectively- in a positive manner

Ability to manage tasks in a high- pressure environment using multiple tools and monitor screens

Ability to multi-task in a faced-paced environment

Education and Experience

High School diploma required; college degree a plus

ERP experience a plus (i.e. Oracle, SAP, JD Edwards, etc.) , computer skills required, working knowledge of MS Office

Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry Quiet workspace due to live phone interactions

Helpful experience/background: Pharmacy Tech (hospital, long term health) or related pharma background in customer service/call center setting. This helps with understanding products and some verbiage, Call Center (we don't want candidates that aren't interested in taking phone calls or are scared to take phone calls) background and not the typical call center person that struggles with phone etiquette and lacks empathy

if we could title this role with anything else it would be more like a Solutions Consultant or Customer Engagement Specialist. We need more than a customer service rep, this job is not easy and requires thinking outside of the box.

With the above in mind, excellent communication skills

our reps handle phone calls, emails AND chat

Accurate and quick typing skills (no pick peckers)

every phone call is documented, emails are acknowledged/responded to, chats are live communication done by typing so this is pretty important

Excellent system navigation

this is needed to research for answers, we have multiple areas that house the resources to resolve customer inquiries

Adapt to frequent process change

the world changes, we change

Ability to multi-task like serious multi-task

Excellent organization skills

Ability to prioritize, factor in different time zones for shipping and deduce by logical and factual thinking to resolve customer issues

This is important as moving into earlier shifts are offered to employees on a seniority basis - so if they don't have flexibility, more than likely will remain a contractor

Great work ethic as this is a remote position which can sometimes feel isolating.

They will also need to have the understanding that just because teammates and supervisors aren't physically around them, we do know when people are not working during times that they may be freed from phone calls (special projects, email work, etc.).

We also expect to be responded to when we send an email or instant message

if not immediate within a reasonable amount of time.

Lack of response could be a sign that they are not at their work area and this is never a good indication.

Candidate will need to have the drive to want to learn and be successful.

We like CS reps that know how to take things up a notch to help a customer

Education: High School

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