Customer Service Representative

Summary

Reporting to the Director of Inside Sales and Support, the Customer Service Representative (CSR) serves customers by providing intelligent and accurate information in response to inquiries about products, order placement and new account establishment. The CSR must project a professional company image through in-person and phone interaction. The CSR serves as an advocate for the customer in communicating complaints, questions, and feedback from customers to the appropriate team members.

Essential Duties and Responsibilities

• Answer requests from customer via telephone, mail, email, or in-person. Analyzes and responds to requests or forwards request to appropriate individual or department and follows through to ensure that the request is satisfactorily resolved
• Resolve customer issues related to orders, quotes & customer service
• Resolves product or service issues by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solutions to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Maintain liaison with other departments to ensure customer’s request was completed
• Utilizes the corporate ERP & CRM systems to effect customer service activity, process orders, mail catalogs, samples, name/address changes and other account corrections based on customer’s contact. CSR must analyze accounts to determine proper remedial action
• Thoroughly crossed-trained in Company policy and procedures and the ability to accurately handle a customer’s request related to:
• Customer service policies and procedures
• Billing/AR/AP
• Collections
• Cash Deposits and application
• Orders
• Price Quotations confirmation & tracking
• Financial adjustments to an account.
• Setting up new accounts
• Maintain records of customer interactions and transactions
• Record details of inquiries, comments, and complaints
• Pleasant but firm telephone manner, proper etiquette skills and favorably conveys the professional image of the Customer Service Department and Combat Medical Systems with internal and external contact through verbal and written communication
• Maintains liaison with other departments for order completion and with Operations to ensure customer’s on-time-delivery objectives are met
• Maintain and be well-versed on knowledge of applicable Company policies and procedures.
• Be knowledgeable with the various products sold by Combat Medical Systems and be able to provide information on products and services to meet customer need
• Perform all other Duties or Tasks as assigned by the Manager.
• Maintain confidentiality in all aspects of client, staff, and corporate information
• Recommends potential opportunities for service improvement to management
• Contributes to team effort by accomplishing departmental performance objectives

Qualifications

• Ability to follow oral and written instructions
• Service-oriented, positive attitude
• Quality focus, attention to detail and accuracy
• Data collection, analysis, and order entry
• Problem analysis and problem solving
• Good writing, analytical and problem-solving skills
• Ability to multitask
• Interpersonal skills, adaptability, and initiative
• Knowledge of principles and practices of organization, planning, records management and general administration
• Familiarity with military medical terminology and/or pre-hospital training or field experience a plus
• Ability to communicate effectively, oral and written
• Documentation Skills
• Listening, Phone Skills
• Resolving Conflict
• Ability to operate standard office equipment, including but not limited to, computers, telephone systems, calculators, copiers, and facsimile machines
• At least (3) years’ experience with customer service responsibilities and procedures or degree.
• Must be computer literate, to include programs Excel, Word, Outlook, PowerPoint, ERP system. Microsoft Dynamics and CRM a plus.
• Type a least 45 wpm
• Knowledge of principles and practices of basic office management and organization.
• Ability to work well either alone or as part of a team.

Competencies

Demonstrates ownership and accountability; Demonstrates the ability to: plan, execute, control, and deliver; communicate effectively both written and verbal; and lead and influence others effectively.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Performing the duties of this job regularly involves sitting, standing; walking; hearing/listening, repetitive hand movement and vision requirements – close vision, adjust focus, color code.

Mental Requirements

This position requires the ability to maintain an appropriate work pace; comprehend and follow instructions; exercise logic and reasoning; organize and prioritize; read; compose written communication; communicate verbally; problem solve; make decisions; count and compute; analyze and interpret data; multi-task/re-direct; and experience numerous interruptions. This position requires the ability to maintain the highest standards of professional maturity and emotional intelligence even in difficult or stressful situations.

Other Requirements

Training Requirements:

The employee must be trained on all the documents, procedures, software applications and topics listed in the Training Matrix. Documentation of this training will be maintained with Human Resources. Additional training requirements may be added as deemed necessary by the supervisor.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Customer Service Representative may have to manage several projects at one time and may be interrupted frequently to meet the needs and requests of co-workers, clients and contractors. The office environment may be busy, noisy and will need excellent organizational and time and stress management skills to complete the required tasks.

The noise level in the work environment is usually quiet to moderate.

This job description is not designed to cover an exhaustive list of duties. Other duties may be assigned, and activities may change at any time with or without notice.