What are the responsibilities and job description for the Customer Service Representative position at Aditi Consulting?
Payrate: $20.49 - $21.49/hr.
Summary:
The primary purpose of this position is to be responsible for the coordination and management of orders on hold, reports, recalls, service agreements, incidents, return management, project management and training SUPERVISION RECEIVED This position is under the direct supervision of the Manager, Customer Service (OM). SUPERVISION EXERCISED This position does not have supervisory responsibilities.
Responsibilities:
- Resolve Order Management holds daily.
- Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries
- Lead and/or support continuous improvement initiatives for the department.
- Uses best practices and knowledge of internal/external business practices to exceed department service levels.
- Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
- This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors.
- Partner with Quality Team throughout the recall process.
- Partner with Corporate Complaints team in accordance with the complaint’s procedure.
- Serve as a point of escalation and handoff for BPO cross-over tasks.
- Oversee return procedures in accordance with the Gatekeeper process.
- Process extended service agreements.
- Tracks and resolve complex system problems.
- Serve as a mentor and trainer to BPO representatives.
- Meet and/or exceed goals/KPIs of the position.
- Handle any other duties and/or projects, as assigned, for the benefit of the organization
- Adhere to Company’s Core Values.
- The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays
- Ability to work from home if the office/company is closed due to weather related or other circumstances.
- This position will require in office work.
Qualifications:
- Education: Minimum High School completion. Preferred Bachelor’s degree or equivalent from a college or university and/or a minimum of five years’ related experience and/or training; or equivalent combination of education and experience.
- 3 years of experience in customer service, accounting, finance, or information systems.
- Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
- Passion for customers and delivering a world-class service experience.
- Excellent troubleshooting, problem solving and decision-making skills with excellent attention to detail.
- Demonstrated critical thinking and analytical skills.
- Demonstrated ability to embrace change and adaptability.
- Ability to partner with key internal and external stakeholders, establish effective working relationships.
- Proven ability to work both independently and in a fast-paced team environment.
- Ability to follow through and successfully execute tasks while adhering to specified quality standards.
- Ability to accept increasing responsibility and grow as the needs of the organization increase.
- Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
- Understanding of Order to Cash processes and related systems. (Oracle, MS Office, Salesforce).
- Knowledge of Company products, services, and business operations a plus.
Desired Skills:
- Multiple systems (SAP, Salesforce, Oracle, MS Teams, etc…)
- Excellent communication skills
- Knowledge in EDI is recommended
Pay Transparency: The typical base pay for this role across the U.S. is: $20.49 - $21.49/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.
For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy (https://www.aditiconsulting.com/privacy-polic).
Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process. AI technology is used to gather data only and does not replace human-based decision making in employment decisions. By applying for this position, you agree to Aditi’s use of AI technology, including calls from an AI Voice Recruiter.
#AditiConsulting
# 25 - 22448
Salary : $20 - $21
