Customer Service Representative

Federal Applicant Rights - English

Federal Applicant Rights - Spanish

Essential Responsibilities

• Provides front-line service to sales reps and customers; provides answers to basic product questions, documentation of potential complaints and comments as well problem resolution.
• Receives and processes sales orders from field sales reps as well as Erbe customers; includes computer data entry of orders and invoicing
• Handles returns and defective merchandise by determining proper course of action and implementing action; processes returns within established company guidelines.
• Monitors replacement orders and contacts customers for timely return.
• Processes orders from entry into the computer system through invoicing.
• Maintains customer files.
• Acts as liaison to field sales reps to include supplying sales reps with equipment and written documentation as needed as well as tracking Erbe demo equipment inventory.
• Verifies product quotations submitted by sales reps for accuracy.
• Processes customer repair loaners. Verifies that equipment ordered is complete and that shipment dates are adequate.

Back-up Responsibilities

• Provides backup to the front desk receptionist position covering absences and breaks.
• Assists with filing as needed.

Supervisory Responsibility
This position is an individual contributor and has no direct supervisory responsibility.

Work Environment
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and stoop; use hands to finger, handle or feel; and reach with hands and arms. The employee frequently is required to lift and/or carry up to 20 pounds. For more information, please refer to the Position Analysis/Physical Activities Checklist on file in Human Resources.

Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel
This position requires no measurable travel.

Required Education and Experience

• High school diploma or equivalent required; post-secondary education or customer service training strongly preferred.
• Minimum 1-3 years' experience in a customer service or administrative role required; special consideration given to those candidates with significant customer service experience in a medical or healthcare setting.

Position Requirements

• Excellent communications skills, both verbal and written, required; must communicate well on the telephone.
• Strong interpersonal skills required including the ability to demonstrate empathy for client group and handle conflict resolution whenever necessary.
• Exceptional computer skills required; strong preference for those candidates with high degree of proficiency with Microsoft Office products. Southware, JD Edwards or similar systems experience desired.
• Must be well organized, have a high detail orientation and be flexible in performing daily duties.
• Team orientation and ability to work well and communicate within a small team required.

Competencies

• Problem Solving/Analysis.
• Results Driven.
• Detail Orientation.
• Customer Focus.
• Technical Capacity.
• Communication Proficiency.
  
  

Additional Eligibility Qualifications
None required for this position.

Work Authorization/Security Clearance
Employees must be legally authorized to work in the United States. Employees must not be specifically barred from working with Federal contracts, government entities or otherwise listed on excluded parties list as maintained by the Federal government.

AAP/EEO Statement
Erbe employees and applicants for employment are protected by federal laws, Presidential Executive Orders, and state and local laws designed to protect employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit-based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At-Will Employment
This position description does not constitute a contract or guarantee employment for any specified time. The company may exercise its employment-at-will rights at any time.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)