Customer Care Specialist

As part of a world-class Global Customer Care Department, the Customer Care Specialist is responsible for ensuring the good standing of our order-to-cash processes, cultivating and maintaining favorable contact with key and major accounts of the organization in assigned areas or territories and supporting account servicing and management.

Thanks to their attention to details, company system proficiency and soft communication skills, the Customer Care Specialist will conduct customer interactions establishing trustworthy relationships with Therakos Customers and process all transactions per the department KPIs (Sales Orders, Credit Memos, Service Billing).

The CCS, Capable of anticipating needs from customers and with a fast-problem-solving mindset, will be a key team player and interact extensively with the other field-facing functions (i.e. Sales, Clinical Trainers, Technical Engineers and MSLs) to deliver the best and aligned Customer Experience, sometimes representing themselves the voice to the customer.

Job requirements

Telephony and Email first point of contact

• Ensure triage and check of incoming calls / emails and record them into our ERP system
• Refers complaints of product or service failure to appropriate departments for investigation
• Answers customer’s questions regarding product operations
• Coordinates customer’s needs and other departments as required ensuring excellent customer service
• Proactively Communicates directly with new and existing customers or clients on a regular basis by phone or email to provide information and to ensure the best service possible

Order-To-Cash process management / account management for US and CA, and management of external business partners:

• Customer order-to-cash activities management
• First point of contact for non-technical questions related to orders, price, and credits for internal & external stakeholders
• Work with internal stakeholders to resolve customer questions and issues
• Process orders on daily basis with our 3PL
• Ensure orders are fulfilled and invoices are sent daily to customers, and ensure invoices are sent to customers daily
• Liaise with 3rd party logistics service provider daily to ensure customer receive their orders in due time
• Record and track any supply complaints and work with 3PL to get them resolved
• Ensure all account receivable requests are handled in a timely manner to allow customer to pay their invoice (request for copies of documents, invoice disputes)
• Issue credit notes upon reception of relevant confirmation from the Product Support Team
• Issue corrective documents in case of supply complaints and coordinate product return to 3PL
• Archive all documents as per the compliance guidelines
• Customer care process development
• Identify gaps in the current process landscape
• Develop cross-functional processes to improve customer care delivery
• First point of contact for the product return process and manage the product return
• Coordinate and manage the service and rental billing of our customers
• Installation process coordination & Instrument Service Order Dispatch
• Coordinate the delivery, installation, and training for new instruments between sales, logistics, finance, technical & clinical service
• Ensure pay per call services are billed as per the company KPIs

Systems:

• Support data integration processes between commercial, finance, information technology, service and technical teams into a consolidated customer master and data warehouse.
• Master data management and quality control in the ERP environment and related databases to ensure data integrity and synchronization with external partners
• Liaise with Systems administrators and reporting for any system issues
• System metrics analysis: finding areas of improvement through our data

Others:

• Actively participate in the creation and amendment of Work Instructions and Standard Operating Procedures for the department
• May be required to work in special projects and support team via research, tracking, schedule coordination, mailing, and internal reports
• Meet our SLAs
• Demonstrates complete knowledge of company’s policies, products and services.
• May visit premises to address customer issues
• Assist in training new employees and facilitate training to other departments or areas as necessary

Organizational Relationship/Scope:

This position will report to the Customer Care Regional Lead. The position will work closely with internal and external stakeholders such as Technical Services, Clinical Services, regional Sales Manager, Sales team and Finance teams.

Working Conditions:

This is a role based in the Radnor, PA area, with occasional travel up to 10% as needed by the company. A hybrid work from home model may be considered.

Job Benefits:

• Medical, Dental, Vision Insurance
• Life/AD&D
• Short- and Long-Term Disability
• 401(K) with large company match
• Health Saving Account (HSA) and Flexible Spending Account (FSA) with company match
• Wellness Program
• Employee Assistance Program (EAP)
• Generous Paid Time Off (PTO)

Disclaimer: The included statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Pay: $23.16 - $27.90 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person

Salary : $23 - $28