Customer Service Representative

1 day ago

Salem, Oregon, United States medmix Full time

About the Role

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at medmix. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met and exceeded.

Key Responsibilities

  • Provide timely and accurate responses to customer inquiries via phone and email, resolving issues and concerns in a professional and courteous manner.
  • Operate our shared customer service email inbox to ensure organization, delegation, and timely responses.
  • Validate and direct sales inquiries and leads to the appropriate member of the sales team or agency, working closely with sales and medmix CRM to ensure smooth transition for the customer between Sales and Order Management.
  • Execute date changes on customer sales orders resulting from sales allocations and purchasing/planning, including system updates and customer notifications.
  • Utilize customer portals as necessary for receiving orders, submitting ASNs, invoices, and various customer requirements.
  • Facilitate routine order/delivery issues and customer complaints, including entering RMAs, replacement orders, credit, and debit memos.
  • Research and resolve customer billing/payment discrepancies as requested by Finance or Sales.
  • Apply Delegation of Authority for appropriate approvals of orders, credits, samples, etc.
  • Process sample and goodwill orders utilizing medmix CRM.
  • Answer phone calls and direct to appropriate person/department.
  • Proactively engage and support company initiatives designed to promote a culture of safe working, environmental protection, and continual improvement.
  • Deliver excellent customer service based on achieving targets on KPIs for response time, lead turn over, accuracy of orders.
  • Review purchase orders for accuracy and work with customers and sales to make corrections to pricing, MOQ, payment terms, etc.

Requirements

  • 3+ years of customer service experience in an office setting.
  • Associate or bachelor's degree in a related field preferred or equivalent education or experience in a similar role.
  • Strong written and verbal communication skills.
  • Bias to action with a focus on improving the customer experience.
  • Business and commercial acumen.
  • MS Office (Word, Excel, PowerPoint, Outlook) skills.
  • SAP knowledge preferred.
  • Well-organized, detail-oriented, accountable, and responsible.
  • Energetic presence, self-starter.
  • Ability to multi-task, prioritize, and manage time effectively.
  • High level of customer proximity/orientation.
  • High level of accountability expectation for themselves and others.

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