Customer Service Representative

Position Summary:

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Processes orders, prepares correspondences and fulfills customer needs to ensure customer satisfaction.

Essential Functions:

• Answer phones, direct calls, and gives pricing to accounts and sales representatives
• Complete necessary hospital paperwork for cases
• Process orders from customers and sales representatives from cases or direct orders from customers
• Restock surgical cases and provide tracking numbers or potential backorders (if requested)
• Reconcile and restock from correct location. If any questions, please direct to inventory control or the surgical coordinator.
• Forward all Inventory adds or adjustments to the inventory control team.
• Send weekly outstanding report (DDOP) to teams or sales representatives and collect outstanding PO‘s from customers or sales representatives
• Upload hard copy PO’s to the SMS case or post hard copy PO’s in the PO Repository for QOE orders

• Knowledge, Skills, and Abilities:
• Proven customer support experience
• Results oriented with the ability to accomplish work in a team environment.
• Foster positive relationships with all internal and external (sales reps) personnel.
• Maintain a high degree of professionalism in a potentially frustrating environment and extreme time constraints.
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with Microsoft Office Suite, Excel, Word, Outlook
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred

Environmental Conditions:

• Indoors in typical office environment with little exposure to excessive noise, dust, fumes, vibrations, and temperature changes approximately ninety-five percent (95%) of the time.
• Frequent computer use at workstation.
• Frequently work at fast pace with unscheduled interruptions.
• May move (walk or drive) from one work location to another occasionally.

Physical Demands:

• Attendance and punctuality.
• Mobility within the office.
• Ability to walk, sit, and stand.
• Ability to lift up to 25 pounds.
• Ability to drive a vehicle.

Compensation:

• Pay is based on experience.
• Health benefits the first of the month following sixty (60) days of continuous employment.
• 401K option is available after three (3) months of continuous employment.