Title: Customer Service Representative III
Location: US-Texas-San Antonio
Job Number: CUS100CM
Provide exceptional service to all internal and external customers through effective use of contact handling skills and techniques. Subject Matter Expert in product, process and policies. Primary contact for Key/Focus accounts and/or business, Product End Users, and Diabetes Care Consumers. Responsible for meeting business objectives and targets as defined for this position, supporting and building relationships with Business unit(s), effectively communicating, driving process improvements, and guiding processes to meet customer expectations.
Responsibilities:
* Compose accurate, prompt and appropriate replies to all customer contacts.
* Enter all contact information into appropriate database(s) in compliance with company and outside regulatory policies.
* Support CSR levels I and II on escalated customer issues.
* Ensure that all potentially serious incidents are raised to the appropriate levels of management.
* Research information needed to answer questions and respond appropriately.
* Identify and coordinate resolution of issues that may negatively affect customer satisfaction.
* Address all contacts in a professional and courteous manner.
* Proactive support of Key/Focus accounts.
* Investigate requests for credit, rebill and return material authorizations, create and follow-up on related documents such as RMAs, Credit and Debit memos.
* Work with business functions to ensure satisfaction, service and sales goals are met.
* Effectively manage communication with internal functions (Sales, Operations, Logistics, and other functions) to support customers requests.
* Assist in development, testing and piloting of new process and procedures.
* Support promotional sales campaigns, product launches and cross selling or upselling activites.
* Take overflow calls from other BD customer contact sites for business continuity.
* Review orders for accuracy and confirm or correct customer orders prior to entering them into the system.
* Special Order Handling , including all government, donation orders and others as required.
* Support shipping schedules to ensure on time delivery.
* Meet or exceed established order accuracy standards and turn around times.
* Handle inbound customer contacts regarding order inquires, order placement and general product questions.
* Work with business planners to manage stock in short supply.
* Support Marketing promotions.
* Collaborate with customers to identify value added services and proactively address issues.
* Identify and participate in process improvement efforts.
* Represent the department within Supply Chain and supported Business Segments on cross funtional teams and activities.
* Participate in other projects as required.
* Participate in designated meetings.
* Provide customer feedback to stakeholders.
* Investigate and perform root cause analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines.
* Handle all complaints according to FDA regulations governing medical devices and HIPPA regulations.
* Maintain subject matter expertise in products, processes and policies.
* Participate in coaching, mentoring and training activities.
* Provide feedback for revision to department reference material.
Qualifications:
Required:
*
Associate's degree (Business or related studies) or equivalency of 5 years work experience.
* 2 years of experience in a contact center.
* 1 years of experience with Microsoft Office Suite.
Preferred:
*
Bachelor's degree.
*
Bilingual - English/French.
* Strong analytical and computer skills (particularly spreadsheet and reporting programs).
* Knowledge of Supply Chain Management and previous experience leading or participation in cross functional projects.
* 1 years of experience with SAP.
Job: Customer Service Representative