Customer Care Representative

Purpose

The primary objective of this position is to provide the highest level of customer satisfaction possible to Beaver Visitec International customers. The support will include the following types of tasks: orders, inquiries, complaints, returns and technical support. The Customer Care Representative will interact with customers to offer solutions by utilizing their in-depth knowledge of the company. Each representative is the face of BVI.

Key Responsibilities

• Answer incoming calls in a timely manner and provide the highest level of customer satisfaction possible to both internal staff and external customers.
• Process customer orders (phone, email & mail), special orders, and customer changes according to established department policies and procedures in a timely and accurate fashion.
• Use the ERP system to provide prompt and efficient information to customers asking about status, availability, shipping, product(s), confirmations, pricing, inquiries and feedback.
• Call customers when necessary about shipment delays, shipment tracking and/or information to enable processing.
• Guide customers to other internal resources such as technical support, credit, or sales as necessary.
• Provide timely feedback to the office manager, sales and other departments as it applies (e.g., CSM regarding service failures or customer concerns).
• Follow through with the customer accounts if there are any delays in processing orders.
• Take initiative and personal ownership for meeting established individual and team metrics.
• Ensure accuracy of customer accounts by updating or modifying address or billing information.
• Communicate with accounts receivable regarding any financial discrepancies.
• Work with accounts receivable when updating billing information or checking the status of a customer's credit application.
• Pin supplier invoices and query price discrepancies.
• Investigate problems related to shipment of product, returns, credits or other customer inquiries. Process customer returns and product change outs according to established department policies and procedures.
• Document and resolve customer problems, complaints and issues promptly in a positive, win win manner that retains and promotes customer loyalty in accordance with company processes.
• Alert quality manager of new supplier prior to purchase of goods.
• Alert sales representative of new customer accounts.
• Add mandatory notes to customer accounts.
• Provide relevant customer information to other departments (e.g., sales, marketing, operations, finance).
• Work in line with the in house quality team, e.g., recalls and field safety notices.
• Will be required to work with inside sales and various departments in the company.
• Work effectively with others in a team environment to accomplish organizational goals and identify and resolve problems.
• Participate in special projects, meetings, trade shows, as required.

Qualifications REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of customer service standards, procedures, principles and practices.
• Advanced PC/system skills and computer literacy with the ability to learn software programs such as Microsoft Office (Excel, Word, PowerPoint), Outlook and other databases (ERP system).
• Strong data entry skills including accuracy, efficiency and attention to detail.
• The ability to balance multiple priorities and deal with a large product portfolio.
• Effective verbal and written communication skills and comfort interacting with customers and partners in a professional manner via phone and email.
• Ability to establish and maintain effective working relationships with coworkers, managers and clients leading to positive interaction with members of the organization.

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• 2+ years of proven customer service experience.
• PC skills and computer literacy.
• Experience in the medical device industry.