Customer Service Representative III
2 days ago
Job Summary: We are seeking a highly skilled Customer Service Representative III to join our team at Mallinckrodt. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our clients while operating within our company guidelines.
Key Responsibilities:
* Handle all incoming calls, faxes, and emails from customers and sales organization as it pertains to order management
* Maintain knowledge of company products and customer service processes
* Daily order entry
* Daily 222 form clearing and accuracy reviews
* Prepare and process credit and re-bills
* Track shipments as requested by customer and distributor using carrier web sites
* Research discrepancies and provide a resolution to eliminate future occurrences
* Coordinate shipments with freight forwarders: obtain booking details, prepare shipper's letter of instruction and export documentation
* Review all requests for return of product and compare to current Returns Goods Policy
* Process returns in JDE system and obtain necessary approvals from sales organization and management
* Communicate valid return authorization to customer, distributor and sales organization
* Issue credits for product returned in a timely basis
* Research and confirm all discrepancies and follow through accordingly
* Work with Product Management and Master Data Department on product inquiries and release dates of product
* Place outbound phone calls to customers and distributors
* Work with IT to enhance order related systems
* Work closely with Credit & Collections, to ensure timely shipment of orders
* Coordinate with Product Managers the timely release of all manual allocations
* Ensure optimal service to all of our customers and distributors while maintaining corporate profitability and efficiency
Requirements:
* High School Diploma
* 3-5 years of customer service experience required
* 1-3 years of international customer service experience preferred
* Experience with controlled substance order process is a plus
* Bilingual in Spanish is preferred
Skills/Competencies:
* Demonstrated excellence in written and oral communication
* Working knowledge of recordkeeping and export regulations
* Knowledge of JDE systems a plus
* Must possess strong interpersonal, analytical and organizational skills
* Must have a demonstrated ability to work on projects
* Able to multi-task and toggle between multiple operating platforms
* Must be able to maintain multiple projects at one time
* Working knowledge of Microsoft Word, Excel, Outlook, and Access
Working Conditions:
This position works primarily in an office type environment. Use of computer and phone is daily.
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