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Customer Service Rep
Ref No.: 18-00036
Location: Plainsboro, New Jersey
Start Date: 01/02/2018

SUMMARY DESCRIPTION

This position will work with Client's customers to ensure that the highest level of customer satisfaction will be received. This position will act as a liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

SUPERVISION RECEIVED
Under direct supervision of the Supervisor

SUPERVISION EXERCISED
None

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Responsible for proper documentation and implementation of all order types received by phone, fax or other sources.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Check available inventory, provide delivery information on open orders and inquiries.
• Process customers' orders, vendors and other requests for catalogs, price sheets, and copies of invoices.
• Provide accurate, valid and complete information by using the right methods/tools.
• Retrieves voice messages each morning and process accordingly.
• Maintain a current knowledge of products offered in catalog.
• Identifying customers' needs, clarify information, research every issue and providing solutions
• Process return request in a timely manner and email customer the necessary document(s) to ensure swift return/credit
• Submitt requests to the proper department to prevent re-occurring issues.
• Perform all other related duties as assigned by management.



GENERAL KNOWLEDGE, SKILLS & ABILITIES

The requirements listed below are representative of the knowledge, skill and/or ability required for his position.

• Bachelors Degree or High School Diploma with 3-5 years customer service experience preferably in medical device and/or pharmaceutical company
• Written and verbal communication skills with the ability to prioritize and execute multiple tasks. Must function independently and possess organizational skills.
• Must have a good knowledge of computer systems, with experience in Oracle preferably or a comparable Order Entry System, Excel and Microsoft Word.
• The candidate should have a good technical experience with exposure to many business areas and strong general application skills.
• Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment.
• Demonstrates effective people skills and sensitivities when dealing with others
• Ability to work both independently and in a team environment
• Proven ability to thrive in a fast paced, ever changing team environment.
• Demonstrated strong attention to detail while multi-tasking to achieve quality on-time completions of tasks.



PHYSICAL REQUIREMENTS
The physical requirements listed in this section include, but are not limited, to the motor/physical abilities and skills require of position in order to successfully undertake the essential duties and responsibilities of this position. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position.

While undertaking the essential duties and responsibilities of the position, the employee must repeatedly sit, listen, speak, type and move throughout the facility. Must be capable of using a keyboard for computer purposes.

ADVERSE WORKING CONDITIONS
None