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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Specialist. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, including patients, physicians, and their office/clinical staff, wholesalers, specialty pharmacies, and our sales force.
Key Responsibilities- Order Entry and Management: Enter orders for customers and sales force using an online order entry system, ensuring accuracy and maintaining records of all patient and customer interactions.
- Customer Communication: Communicate regularly with patients to troubleshoot issues, provide resolution, and restore confidence in our products and services.
- Product Complaints and Returns: Coordinate and initiate product complaints, collecting and documenting data to determine if the issue is a compliant or a service request. Escalate complaints to proper personnel for resolution and issue Return Goods Authorization (RGA) for product returns.
- Inventory Management: Perform necessary inventory computer transactions to move, issue, and transfer inventory for shipment, billing, and internal charges.
- Sample Requests: Process product sample requests per established sample program procedures.
- Departmental Procedures: Follow departmental procedures for Automated Call Distribution (ACD) system availability.
- Additional Responsibilities: Perform other duties as assigned, such as handling FedEx non-deliverables, Exogen unknown returns, serial number swaps, call statistics, servicing issues, various reporting, and other daily responsibilities and projects.
- Education: High school education
- Experience: Minimum 3 years of successful customer service/customer contact experience involving problem resolution and order entry using an online computer terminal. SAP experience is preferred. Call center experience is a plus.
- Technical Skills: Experience with MS Office software, such as Word, Excel, and Outlook (or similar software).
Bioventus is committed to fostering an inclusive and diverse community of employees with a strong sense of belonging. We believe we are bettered by all forms of diversity and take pride in working with top talent from every walk of life. We are an equal opportunities employer and welcome applications from all qualified individuals, regardless of age, ethnicity, disability, gender, veteran status, gender expression, gender identity, nationality, race, religion, or sexual orientation.
