Representative, Rx Returns

4 weeks ago

WinstonSalem, United States Inmar Full time

With direct supervision from a manager, the Rx Returns Representative provides excellent customer service, completing tasks and Salesforce cases while maintaining the integrity of Inmar's major databases. The incumbent must exhibit initiative to evolve personally and within Inmar's organization. They will display self-control under stressful circumstances and collaborate effectively with their direct and indirect teams.

This position requires the associate to work from the Winston-Salem, NC office.

Primary Accountabilities:

  • Maintain detailed, accurate files and records
  • Act as Tier 2 Support for the Call Center calls
  • If the Call Center Specialist cannot answer a question, the call will be transferred to the Rx Returns Representative
  • Receive and assess client/vendor needs via inbound emails and Salesforce cases
  • Answer questions, overcome objections, and handle sensitive or uninformed callers
  • Interact with multiple departments to gather critical data elements and information
  • Work efficiently and accurately in an atmosphere of frequent interruption
  • Prioritize and manage multiple tasks requiring extensive timely follow up and completion of all projects within the specified KPIs
  • Adhere to prescribed routines and practices
  • Proceed independently and carry out assignments to completion with minimal instruction
  • Load store files accurately and within the specified clients' Service Level Agreement (SLA)
  • Setup clients with access to Netlink, InvoiceLink, HRM
  • Research client issues with a sense of urgency based on the client' priority, resourcefulness and taking ownership of the issues until completion
  • Complete all Salesforce cases assigned to you within the specified SLA
  • For those Salesforce cases requiring Operations to research, create an OPS Research case in SF and monitor through completion. Close OPS Research cases as Operations resolves
  • Work as a team in a POD structure (AM, Reporting Representative and Rx Returns Representative) structure to provide an enhanced the client experience
  • Work the Hold Report weekly (mfg)
  • Maintain membership tables for the client so that EDI is correct (mfg)
  • Virtual key debit memos as assigned (mfg)
Required Qualifications:
  • Bachelor's Degree required
  • 1-2 years of work experience in one or more of the following fields: retail/manufacturer supply chain, transactional/data processing environments, and/or complex business account services
  • Must be proficient in and have advanced experience with Microsoft Office Products (Word, Excel, PowerPoint), Google products and Salesforce
Individual Competencies:
  • Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
  • Establish Focus: The ability to develop and communicate goals in support of the business; mission.
  • Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
  • Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
  • Collaboration: Works collaboratively with others to achieve group goals and objectives.
  • Effective Execution: Translates broad conceptual understanding of the company's strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.
The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:
  • Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
  • Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
  • Occasionally required to stand, kneel or stoop, and lift and/or move up to 25 pounds.
  • Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.


Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time Regularly: Job requires this activity more than 66% of the time

Safety:

Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

We are an Equal Opportunity Employer, including disability/vets.

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