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Customer Service Representative
2 months ago
Location: TN-Memphis, US
Area: Customer Service * Performs day-to-day customer order entry into the Customer Order System from email and phone orders in a timely manner.
* Handles customer requests with speed, accuracy, professionalism, and politeness.
* Answers customer inquiries regarding current and future orders.
* Informs Whole Blood centers of daily collection and specialty draw assignments.
* Creates invoices for each days shipments.
* Finalizes the previous days invoices.
* Generates the appropriate Certificate of Analysis for each customer shipment.
* Calculates and records daily sales totals and donor totals.
* Informs customers of any shortages with their orders or reschedules orders.
* Responsible for product knowledge, content of customer specifications, and adhering to company policies.
* Understands processes of Whole Blood and Processing and Manufacturing business units, quality requirements, and adheres to Standard Operating Procedures.
* Reviews, investigates, and resolves customer complaints / issues and escalates issues to Sr. Customer Service Manager as necessary.
**OTHER JOB DUTIES** : * Generates price quotations per customers request.
* Discards outdated blood products, as needed.
* Assists with sign-off for quarantined products.
* Assists with daily shipment release.
* Interacts internally with Processing and Manufacturing staff, Interstate Centers, Bio Supplies personnel, and Corporate staff.
* Interacts externally with customers.
* Performs all other duties as required / assigned.
**QUALIFICATIONS / EXPERIENCE** : * High school diploma or equivalent, required.
* One year of college, technical school, or Associates degree preferred.
* Must have excellent interpersonal and communication skills.
* Explicit attention to detail is required.
* Must have excellent analytical skills, organizational skills and follow-up.
* Experience in an FDA-regulated industry preferred.
* Must have excellent problem-solving skills and ability to analyze situations in a timely manner.
* Must have ability to organize and prioritize work assignments.
* Must have ability to handle multiple priorities in a fast-paced environment.
* Must have ability to participate in multi-functional teams
* Must have ability to establish and maintain effective working relationships within Interstate Blood Bank, Inc. and provide excellent customer service.
* Must have ability to communicate courteously with customers by phone, email, letter and face-to-face
* Proficiency with computers.
Ability to sit, stand, walk, stoop or crouch, hand/wrist use, talk, see, and hear for extended periods of time, examples include, but are not limited to:
+ Reaching - Receives softgoods and supplies, files
+ Climbing- Receives softgoods and supplies, files
+ Bending/Stooping/Lifting - Receives softgoods and supplies, lifts boxes
+ Standing - Receives softgoods and supplies, files
+ Walking - Performs various functions during routine job duties
+ Hand/Wrist Use - Types on computer, writes reports, completes records
+ Observing/Seeing color - Reviews customer orders, reviews records, reviews documents
+ Hearing/Listening - Center activity, hears phone, hears email alerts, listening to customers order requirements, listening and understanding customer complaints
+ Talking/Communicating - Sends and receives phone calls and emails to and from customers and to
+ Plasma and Whole Blood center personnel
+ Sitting - Entering customer orders, reviews records
+ Time Management - Responds to customers, coordinates center collections, reviews orders, manages the amount of time needed for tasks, reviews records within the specified time frame
+ Focusing - Concentrates on the task at hand, minimizes distractions
+ Reading - Reads and comprehends SOPs, instructions, orders, forms, labels, company policies, customer specifications * Typical work environment with moderate noise level.
* Ability to work with toxic or caustic chemicals 10-20 % of the time.
* Ability to read and understand documents, such as safety rules, procedure manuals, technical manuals, and correspondence.
* Ability to write short correspondence and reports.
* Ability to effectively present information and respond to questions from regional managers, employees, suppliers, external customers, and Corporate personnel.
* Ability to add, subtract, multiply and divide. Ability to perform mathematical operations using units of US dollars, weight measurement, volume, and distance.
* Ability to read a calendar, an analog clock, and use a calculator.
* Ability to apply common sense understanding to apply instructions given in written, oral, or diagram form.
* Ability to deal with problems involving a few variables in routine situations.
* Ability to use a spreadsheet and an Access Database.
* Ability to lift up to 50 lbs.
* Travel is negligible.
* Daily attendance is required.
Location: NORTH AMERICA : USA : TN-Memphis :IBMEMPRC - Memphis Processing Center - Covington Way
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