What are the responsibilities and job description for the Customer Service Representative position at Coltene?
Customer Service Representative will be involved with and responsible for providing a high level of quality service to our customers, both internally and externally, as well as meeting internal efficiency goals and ensuring compliance with all company policies and procedures. Order Entry efficiency, multi-tasking and relationship management is expected at a high level.
Duties and Responsibilities
Position entails a high amount of customer interaction over the phone. The majority of calls are in regard to product information, complaints, returns, repairs, order entry and product purchase history.
Cross selling of products to customers.
Build rapport with customers by greeting them in a courteous, friendly, and professional manner
Listen attentively to customer needs and concerns; demonstrate empathy. Ability to remain calm and collected during escalated situations
Communicate effectively with individuals/teams across various departments in the company to ensure high quality and timely expedition of customer requests
Ability to handle confidential information appropriately and communicate in a professional and courteous manner at all times
Ability to obtain and enter initial complaint information in Odoo and SAP and be able to multitask with strong analytical and problem solving skills
Ability to work independently and take initiative to help team members during downtime
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
Work with shipping on special instructions regarding orders entered into system.
Ability to make out bound calls to customers.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Qualifications
The minimum qualifications listed below are representative of the knowledge, skills and/or ability needed to successfully perform the job.
High school diploma or equivalent
Experience in Customer Service, Order Entry, or Sales is a plus
PC proficiency and experience with SAP, Odoo, Shopify, Microsoft Word and Excel is a plus
Willingness and ability to adhere to all organizational policies and procedures
Working Conditions
While performing the duties of this job, the employee works in an office environment. The noise level in the work environment is quiet to moderate. This is a full-time non-exempt position requiring at least 40 hours per week, with hours of work and days scheduled by the Customer Service/Order Entry Supervisor. Special circumstances such as off shift and weekend work might occur on rare occasions. This position requires no travel. Hybrid schedule is availble after 90 days of employment - 3 days onsite and 2 days remote.
Physical Requirements
While performing the duties of this job, the employee is primarily sitting at a desk for prolonged periods of time. Standing, walking or bending will occur from time to time. Prolonged periods of concentration and focus are required along with excellent interpersonal skills and the ability to deal with stress of time constraints. The employee is required to use hands and fingers to handle or feel objects; reach with hands and arms; and talk and hear. This position requires regular and consistent attendance at the facility. There may be times when you are needed to help in shipping department.
Benefits
Coltene offers a comprehensive employee benefit program that enables our employees to stay healthy, feel secure and maintain a work/life balance:
Generous Paid Time Off | Holiday Pay | Medical/Prescription Insurance | Dental Insurance | Vision Insurance | Health Savings Account (HSA) | Company-Paid Life and AD D Insurance | Company-Paid Long-term and Short-term Disability | Voluntary Life Insurance | Voluntary Critical Illness, Hospital and Accidental Injury Insurance | 401(k) | Tuition Reimbursement Program
Willingness and ability to adhere to all organizational policies and procedures