Note: The job is a remote job and is open to candidates in USA. MillenniumSoft Inc is a company focused on client services, and they are seeking a Customer Service/Customer Care Representative. The role involves providing exceptional customer care, managing orders, and resolving customer issues to meet business objectives.
Responsibilities
- Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates
- Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. Input customer orders received via all contact methods. Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system
- Process requests for credit, rebill and returns as needed
- Work with Supply Chain to support on-time delivery and other company KPI’s. Meet or exceed established order accuracy and turn-around standards
- Handle all customer contacts in a professional and courteous manner
- Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies
- Manage short supply situations, backorders and manual allocations as required
- Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts
- Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies
- Ensure that all potentially serious incidents are raised to the appropriate levels of Management
- Support promotional sales campaigns and product launches
- Resolve service complaints to the satisfaction of the customer within established company guidelines
- Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations
- Participate in other projects as required
- Participate in and contribute to Team Meetings
- Provide support to other team members as needed
- Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates
- Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions
- Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities
Skills
- 2+ years business related experience in a customer contact center
- Experience managing supplies and equipment
- Proficiency in Microsoft Office
- Experience with contact center software / phone systems
- Customer Focus
- Customer Service
- Data Entry Skills
- Listening
- Phone Skills
- Verbal Communication
- Written Communication
- Critical Thinking Skills
- Relationship Building
- People Skills
- Interpersonal Savvy (Team Orientation)
- Problem Solving
- Skilled in the use of computers
- Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner
- Excellent organizational skills; attention to detail
- Positive Service Attitude
- High School Diploma or GED required
- Must be able to work shifts ranging from 7:00am – 700pm EST/EDT
- Must be able to be flexible in work schedule, including willingness to work overtime as needed and/or an occasional Saturday if business needs dictate
- Due to Covid-19 conditions, all Associates will be working remotely and must have a designated workspace conducive to productivity with minimal noise and distractions
- Must have a high-speed internet connection for minimal work interruption
- English – proven oral and written communication
- Ability to solve basic math equations
- Ability to draw logical conclusions, proven analytical ability
- Ability to formulate decisions to new and rapidly developing challenges
- Problem solving / application of judgement in dealing with customers
- Ability to learn quickly
- This individual will work in a home or office environment with moderate noise
- While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment
- The employee frequently is required to talk and hear
- The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch and stand for extended periods of time
- This individual will work in an office environment with moderate noise
- Infrequent lifting of over 25 lbs. will be required
- 1+ year(s) experience working in an ERP (SAP and or JDE)
- Experience in a medical device or health care company
- Associate's /Bachelor's Degree Preferred
Benefits
- Employment Type: Contract on W2 (Need US Citizens Or GC Holders Or OPT EAD or CPT)
- Due to Covid-19 conditions, all Associates will be working remotely and must have a designated workspace conducive to productivity with minimal noise and distractions.
- Must have a high-speed internet connection for minimal work interruption
- Once conditions permit and considering the safety of all employees, this position may move from remote to in-office at the Tempe location 52nd St and University area.
Company Overview