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Customer Service Rep I Jobs

Memphis, Tennessee
<p> Our client has an opening for a Customer Service Rep I in Memphis, TN. This is a Contract position. If interested, please reply to this ad.</p><p> Title: Customer Service Rep I</p><p> Location: Memphis, TN</p><p> Job#: 17-03510</p><p> SUMMARY:</p> As a Customer Service Rep on our team, you will assist customers, sales reps, regional executives, and internal contacts with their sales order requests and inquiries. Depending on the area you are supporting you may handle inbound phone calls and faxes, process billings and returns, monitor electronic orders, or reconcile inventory. This position will provide professional level support to the field sales staff and hospital purchasing departments by possessing a broad knowledge of Spinal and Biologics policies, procedures, and products. AT INITIAL HIRING, YOUR ESSENTIAL DUTIES AND RESPONSIBILITIES will include the following. Other duties may be assigned:<p> Develops computer expertise through formal training. Understands and complies with Quality, Regulatory and Code of Conduct Guidelines. Understands and administers departmental standard operating procedures. Processes orders and tracks order status as needed. Handles multiple tasks such as talking with customers while accessing and/or inputting information in the computer system. Provides customers timely and accurate information reflecting a positive customer oriented image of the organization. Meets departmental standards for productivity and quality for your specific customer service role. Achieves individual performance goals targeted by the organization. Participates in training and self development opportunities.</p><p> AFTER YOUR INITIAL TRAINING PERIOD, YOU WILL BE ASSIGNED AND TRAINED FOR A SPECIALTY ROLE WITHIN ONE OF OUR FOLLOWING AREAS: The Regional Call Center Team: Acts as the liaison and focal point between the company, customers, sales force, marketing, credit, pricing, distribution centers, and transportation carriers to handle all inquiries and order processing for loaner surgeries and hospital stocking and consignment orders. Promotes customer loyalty by building and maintaining business relationships with customers, sales force, and co-workers. Supports our sales force by scheduling loaner sets to ship from the distribution center, remote warehouses or sales office locations. Supports the companys overall asset management goals by enforcing loaner set transfer rules. Delivers excellent customer service through fast and accurate processing of orders. Monitors held orders and drives issue resolution to ensure expedited processing. Represents the first point of customer contact for general inquiries such as pricing, products, scheduling, inventory availability, order status, transportation, and other relevant information. Demonstrates a working knowledge of Spinal and Biologics products and FAQs. Participates in product training and cross-functional process improvement initiatives. The Customer Support Team: Bills customers for loaner set and consignment stock usage as well as assists customers with returned goods. Also coordinates with our sales force, quality, distribution and other internal departments to resolve order discrepancies. Supports our sales force through fast and accurate processing of loaner usage orders. Manages consignment bill and replace and revenue recognition order activity. Understands and administers the standard and quality returns policies. Monitors held and unprocessed orders, ensures prompt follow-up with internal and external departments, and troubleshoots and fixes issues. Reconciles special trunk stock inventory and bills or adjusts for missing or extra products. Supports the companys overall asset management goals by enforcing loaner usage rules. Demonstrates a working knowledge of inventory management. Participates in product training and cross-functional process improvement initiatives. The Loaner Reconciliation Team: Monitors loaner set returns, researches inventory discrepancies, and reconciles inventory movements. Conducts detailed analyses of returned loaner sets and reconciles missing/extra implant and instrument inventories and notifies sales offices and/or sales force of issues. Enforces companys asset management policies by billing the sales force for missing loaner implants and instruments. Researches and resolves sales force disputes regarding missing loaner inventory. Coordinates loaner returns between the sales force and the DLC Receiving Department for product recalls, expired products, late sets, and items not returned in loaner sets. Processes loaner inventory adjustments and write-offs based on financial and operational guidelines. Participates in product training and cross-functional process improvement initiatives. The International Customer Service Team: Supports both intercompany and 3rd Party Distributor shipments outside the U.S. Provides superior customer service through fast and accurate processing of all order types to support intercompany inventory logistics and 3rd party distributorship revenues. Represents the first point of customer contact for OUS pricing, product availability, order status, returns, and order disputes. Monitors held orders and drives issue resolution to ensure expedited delivery. Demonstrates a working knowledge of transfer pricing, tender offers, import/export and customs requirements, letters of credit, freight forwarding, harmonization tariffs, and OUS regulatory procedures. Reviews 3rd party distributorships accounts and assists in the collection efforts to reduce credit risk. Monitors all orders with product holds and secures timely releases. Maintains consignment contracts and ensures all legal agreements with relevant signatures are stored in the company files. Provides support to the Forecasting Group on set builds and unforecasted inventory requests. Electronic Orders Team: Monitors and reviews orders received by various electronic methods. Delivers excellent customer service through the fast and accurate processing and confirmation of faxed orders. Reviews EDI orders, interprets error report, understands root cause and drives corrections to ensure expedited processing. Monitors held orders and drives issue resolution to ensure expedited delivery. Develops process expertise in other customer service functions through additional formal training. Serves as floater for other customer service teams during peak times. Participates in product training and cross-functional process improvement initiatives.</p><p> QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><p> EDUCATION and EXPERIENCE REQUIREMENTS: Candidate must meet one of the following education and experience levels: High school diploma and minimum of 2 years customer account/customer service experience involving online computer order entry, customer order problem resolution with orders, invoicing, pricing, payments, contracts, and inventory management OR an Associates Degree in a related field and 0 - 1 year customer account/customer service experience involving online computer order entry, customer order problem resolution with orders, invoicing, pricing, payments, contracts, and inventory management. AND pass typing, data entry and listening assessment tests.</p><p> OTHER SKILLS and ABILITIES: Successful candidates are able to type between 25 - 35 net wpm. SAP order entry experience is preferred. High volume call center experience preferred. Strong interpersonal skills and ability to communicate effectively using both written and verbal communication with diverse groups at all levels. Ability to work effectively in a team environment and build strong working relationships. Positive and professional manner, strong focus on detail, accuracy, and accountability. High degree of organization, prioritization, and initiative. Helpful and conscientious with a willingness to solve problems. Flexible schedule may be necessary.</p><p> 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job involve normal vision. Sitting 90% of the time Telephones approximately 90% of the time</p>
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