Customer Service Representative

2 months ago

Memphis, United States Grifols Canada Therapeutics Inc Full time

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* Discards outdated blood products, as needed.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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