Customer Care Associate
1 week ago
Customer Service Representative
Job Category: CUSTOMER SERVICE
Job Overview
Position Summary
The Customer Service Representative plays a crucial role in assisting clients, team members, and stakeholders in addressing order-related inquiries. This position demands a high level of service in managing customer interactions.
- Manage and document Customer Service inquiries, striving to resolve issues effectively. Support clients in placing orders.
- Respond promptly to phone and email requests for assistance from both internal and external clients. Generate tickets and labels as necessary.
- Guide users in navigating the Value Drug HUB online ordering platform.
- Process special orders for clients, cancel orders when required, and verify the status of orders and drop shipments. Follow up with clients to confirm receipt of orders.
- Communicate with Replenishment Buyers for updates on stock and backordered items, request estimated arrival times, and provide answers to product-related questions.
- Facilitate returns on Value Drug HUB for clients.
- Document picking and shipping discrepancies and communicate these to the Inventory Control Department.
- Record orders and coordinate with the warehouse to ensure timely order releases for afternoon pickups.
- Send information, reports, and invoices to clients via fax.
- Update and maintain records in Salesforce CRM.
- Adhere to legal and safety regulations, company policies, and safeguard proprietary information.
Key Competencies
The ideal candidate for this position possesses exceptional communication abilities, effective time management, strong organizational skills, and proficiency in operating computer systems.
Physical Requirements
The employee must be capable of sitting for extended periods, standing, walking, using hands and fingers to operate computer equipment, and maintaining visual acuity.
Required Qualifications
A high school diploma or equivalent is necessary. Experience in customer operations and training in relevant laws and regulations is preferred.
Proficient knowledge of computer systems including: Microsoft Great Plains, VD HUB, Report Manager, Outlook, Manhattan/Scale, MS Office 365.
Preferred Qualifications
At least 2 years of experience in Customer Service. Strong customer service and communication skills are essential.
Additional Responsibilities
This job description outlines the primary responsibilities and qualifications for the Customer Service Representative role. Additional tasks may be assigned as needed.
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