Sr. Customer Service Representative

Description

Supports the customer experience by providing superior customer service to Temple Health using critical thinking skills and resources provided.

Steps in and acts in all functions (order management, product flow, backorder management, and credits) on the Customer Service team as needed.

Core Responsibilities :

• Responsible for customer experience, maintaining a professional demeanor during entire interaction with customers.
• Answers incoming inquiries in a professional, courteous, and efficient manner.
• Provides superior service to clients, resulting in a high rate of first-contact resolution.
• Acts as an internal champion for customer experience.
• Handles all incoming issues and either resolves them or assigns tasks to the appropriate team within Customer Service or other internal O&M team, using smart customer focused decision-making skills;

forwards all non essential duties to the appropriate support desks (backorders, drop ships, credits) and escalates issues as appropriate.

• Follows up on all outstanding tasks to ensure completion and provides updates to customers as needed.
• Proactively communicates surfaced issues to the Customer in order to address and resolve them as quickly as possible.
• Fully documents all work performed and communications conducted with customers using case management software to appropriately record and track outstanding activities.

Understands and prioritizes incoming requests using in-depth knowledge of healthcare critical and customer-specific needs.

Acts as liaison for all customer interaction and escalation point, as necessary. Triages complex issues, acting as point person to ensure timely resolution.

Order Management :

• Accurately enters manual orders as needed to support customer requests.
• Accurately records detailed information about the order as requested.
• Researches and verifies order line errors and accurately corrects UOM / product / part number issues within customer requirements.
• Works with Operations and Inventory Control to research and account for shipping / receiving discrepancies when a supplier has indicated they have shipped goods not yet in O&M inventory.

Adjust customer order quantities within the Enterprise Resource Program (ERP) to properly reflect the flow of goods.

Communicates updates of order lines / order issues to customers effectively and timely.

Customer Order Status Inquiry :

• Researches and responds to all order ETA requests in a timely manner.
• Collaborates with various supply chain touchpoints Suppliers, Distribution Centers (DC), transportation companies, Master Data Management (MDM) team, etc.

to research item status for all work assigned to proactively prevent customer order issues.

Executes expedites and Inter Branch Transfer (IBT) requests in an accurate and cost-sensitive manner.

Customer Backorder Reporting Management :

Returns / Credits Accurately records reports of shipping discrepancies, customer requests for return and receipt of unsalable products and opens case in CRM tool;

effectively communicates O & M return policy to customers and ensures that customer understands the policy.

• Processes credits, re ships, and returns and obtains Certificate of Destruction for items not returned.
• Sends Return Goods Authorizations (RGAs) and works with distribution centers (DC) on the need for Call Tags.
• Assures all appropriate fees are accurately assessed in accordance with O&M policy.

Supply Disruption Root Cause Identification :

Identifies problem vendors and escalates recurring issues such as recalls, consistently late orders, receiving discrepancies caused by damaged or missing products, and missed delivery appointments.

Identifies receiving delays at the Distribution Centers (DC) and or Manufacturer sites and works with the Regional Asset Manager & General Manager to resolve Cross functional.

• Maintains some cross functional knowledge of other CS team roles.
• Collaborates directly with other customer service, purchasing support, and finance operations teammates.
• Internal Communication Acts as the main point of contact for the customer service team.
• Works within a shared services environment, with matrix reporting lines to Customer Experience leadership and Service Process leadership.
• External Communication : Responds and communicates directly with customers on order management service requests.
• Communicates with vendors to determine the status of customer orders.
• Performs additional duties as directed.

Education & Experience :

• High School Diploma / GED
• 3 or more years of relevant experience (Customer Service, Order Management, etc.)

Knowledge, Skills, and Abilities :

• Good interpersonal skills with a customer service orientation; Customer Service certification preferred.
• Ability to thrive in a matrix organization where direction may come from a direct manager and / or a process owner.
• Strong verbal and written communication skills
• Solid planning, organizational, and recordkeeping skills
• Ability to work independently and as part of a team to seek issue resolution and problem solving.
• Strong follow up skills PC / Systems skills & knowledge :
• MS Office required; ability to quickly learn and utilize enterprise software technologies like ERP and CRM systems.
• Salesforce.com experience preferred.
• Ability to use critical thinking in order to determine the best course of resolution for a problem; role requires cross functional awareness and ability to classify / triage customer issues and concerns.

Knowledge of Health Care industry preferred.