Customer Service Representative - OMN

SUMMARY

Provides all necessary support in assembly, shipping and customer service as directed. Assists in assembling products using hand tools and riveting machinery, product packaging, shipping and arranging pickups, as well as support for customers in placing orders, seeking information, or resolving problems.

ESSENTIAL DUTIES AND REPONSIBILITIES, Other duties may be assigned:

• Assembles parts or products, applies p/s tape to parts, and rivets parts together.
• Peels protective paper from material, logos or date stamps products, and cleans product.
• Packages products with appropriate product information and package identification as needed.
• Follows distribution guidelines and ships products out in a timely manner.
• Processes customer orders via phone, fax, and online systems.
• Verifies product, product numbers, quantity ordered, pricing, and customer information as necessary and contacts customer to resolve any discrepancies prior to order creation.
• Enters information into order management system and sends responses to company specific or EDI online systems when required.
• Takes custom product inquiries and custom orders.
• Places orders on hold based on advice from the accounting department.
• Answers questions on product specifications, pricing, and order status. Processes requests for samples and product literature.
• Promotes Omnimed services and products to potential or existing customers. Provides information on specials, complimentary items, and price breaks in an effort to increase order size and/or elicit new business
• Actively involved in customer problem resolution.
• Approves product returns based on Omnimed’s Return Policy and issues return authorizations and call tags for merchandise pickup.
• Responds to customer requests for application of credit to open invoices or requests for issuance of a refund check as appropriate.
• Assumes responsibility for acquiring and developing a thorough understanding of the markets served, and products used, in order to provide customers with solutions.
• Shares information gained from customer calls with managers and other team members in order to promote wider market understanding.
• Participates as a team member to ensure that phone coverage is adequate to cover during breaks, meal periods, and other absences.
• Operates in a safe manner following general safety procedures.
• Maintains a clean and safe work environment.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) required. Strong personal computer skills and a working knowledge of Microsoft office applications. Customer service experience preferred.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees within organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

KEY DIMENSIONS (These are skills and abilities considered essential or very important to successful job performance.)

Technical/Professional knowledge and skills, customer focus, adaptability/flexibility, decision making, communication, managing work, and work standards.

PHYSICAL DEMANDS

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.

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit, climb or balance, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include ability to adjust focus.

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 noise level in the work environment is usually quiet.