Customer Service Representative

La Jolla, CA

Job Req code: 1186

Category: Customer Service

We have unique opportunities and are always looking for exceptional talent. Join a company where you will have an opportunity to grow professionally and personally and give strength to others by Empowering Healing. We offer a strong benefits package, opportunities for growth, and the chance to contribute to our mission: to provide an integrated portfolio of healing solutions that improve lives while lowering the overall cost of health care.

JOB RESPONSIBILITES

• Performs data entry of orders received from customers and/or the sales force by phone, fax or email into the company’s Microsoft AX system and processes other sales order transactions such as order confirmations, order changes, cancellations, RMAs, etc.

• Sets up new customer accounts, shipping locations and researches customer information

• Responds to questions / requests from customers, the sales force and internal departments

• Tracks shipped orders, notifies customers and sales reps of shipping exceptions, contacts freight carriers regarding shipment delays and follows up with all through final resolution

• Charges credit cards against open invoices

• Receives and responds to phone calls and emails

• Processes product returns (familiarity with UPS Quantum View software beneficial)

• Researches and analyzes customer history, order and return histories, and other relevant data

• Creates spreadsheets and generates reports daily

• Investigate problems related to shipment of product, credits and customer inquiries

• Maintain and achieve department records

Requirements

REQUIRED

• Bachelor’s degree preferred.

• Experience working in a manufacturing environment, especially in the medical device, Bio or Healthcare industries.

• 3-5 years Customer Service or relevant experience.

• Familiar with the sales order cycle.

• Knowledge of the shipping process and experience dealing with UPS and FedEx.

• PC / Software proficiency.

• Familiarity with MS Office and MS Excel is required.

• Microsoft Dynamics AX knowledge a plus.

 

OTHER SKILLS/ABILITIES

• Outstanding call handling skills

• Excellent verbal and written communication skills

• Attention to detail and follow through

• Ability to present information and respond to questions from groups of managers, clients, customers, and the general public

• Exceptional organizational and multi-tasking competence with the ability to perform effectively and accurately under stress

• Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists

• Ability to work independently as well as part of a tightly knit team

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

• Must be a flexible team member that works effectively with management, fellow team members and personnel of all departments

• Must be dedicated to providing superior, high quality customer service to both customers and outside sales force

 

PHYSICAL DEMANDS

• Remaining in a stationary position, often standing or sitting for prolonged periods.

• Repeating motions that may include the wrists, hands, and/or fingers.

• 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.