Job Summary :
Customer Care Representative II (CCRII) strives to provide the absolute best customer experience daily. Responsible for order entry and managing all customer requests about product orders, returns, or general inquiries with a focus on customer satisfaction.
CCRII works in a fast-paced team environment to support Terumo’s businesses. While working in a high-volume call center, CCRII must always be willing to help drive process improvement to exceed customers’ expectations.
The Customer Service Team has a proven track record for upward movement for high-performing individuals.
Job Details :
1. Partner with the field and inside sales teams to meet and exceed all service expectations by guiding, instructing and training how to manage customer issues to resolution.
2. Participate in project team meetings to provide ideas, methods, or changes to processes to improve customer satisfaction and overall efficiencies.
3. Manage sales orders received by phone, fax, email, and electronic data interchange (EDI).
4. Evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
5. Recognize a customer complaint and forwards it to the appropriate personnel based on TMC’s Quality Policies and Procedures.
6. Address and resolve customer service inquiries by identifying the issue, determining the root cause; selecting and explaining the best solution;
expediting correction or adjustment; and following up to ensure resolution.
7. Complete the field-based inventory order processing.
8. Verify customer pricing and special process instructions for handling.
9. Process Return Goods Authorizations (RMA) promptly to ensure customer satisfaction.
10. Research and review warehouse shipping discrepancies with customers / sales and advise steps that will be taken to resolve the problem.
11. Work with the Accounts Receivable Team for timely resolution of order discrepancies.
12. Release standing orders in accordance with pre-determined shipping dates.
13. Gain product knowledge by utilizing the Knowledge Tree application.
14. Perform other job-related duties as assigned.
Position Requirements :
Knowledge, Skills, and Abilities (KSAs)
- Exceptional customer service and listening skills.
- Excellent interpersonal, written, and verbal communication skills.
- Good organizational skills and the ability to work effectively as part of a team in a busy customer-driven environment.
- Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred.
- Attention to detail
- Must be proficient in Microsoft Excel, Word, PowerPoint, and Outlook.
Background Experiences
Bachelor’s Degree required, with a minimum of 1 year of experience in a customer-facing or service environment role; or equivalent combination of experience, education and training.
Bachelor’s Degree preferred.
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