Job Summary
The Customer Service Representative is responsible for providing exceptional customer service by acknowledging the customer’s needs in a professional and friendly manner. Responsible for answering customer calls, placing customer orders, returns, product availability, back orders, allocations, shipping and problem resolution of inquiries related to the above. Must demonstrate a positive, proactive, professional, can do attitude in responding to customer’s needs.
Customers must be treated as individuals with unique needs and customer service needs to express concern for customer’s feelings by being empathetic, flexible and responsive.
This is a hybrid position, and the selected candidate will be required to work onsite in the Lake Zurich, Illinois office 3 days a week.
Salary Range: $20.00 - $22.00 per hour
Final pay determinations will depend on various factors, including, but not limited to experience level, education, knowledge, skills, and abilities. Our benefits and programs are comprehensive and thoughtfully crafted to ensure our colleagues live healthy lives and have support when it matters most.
Responsibilities
- Enters customer orders via telephone, mail, email, international, Utilizing SAP, SalesForce.com
- Handles all incoming customer inquiries and complaints (re: product availability, placing order, pricing, returns).
- Authorize return goods from customers due to overstock, damages, expiration, etc.
- Assists with credits, debits, returns, shortages, etc. and the dispute management module as needed.
- Issues credits/debits to customers.
- Tracks shipments from warehouses as needed either proactively or reactively to respond to an inquiry.
- Handles manual allocation process on low inventory products.
- Conducts follow up calls to internal/external customers promptly.
- Supports unique requirements of various business units (i.e. repairs, recalls, replacements, etc.).
- Works in partnership with Sales & other cross functional departments to meet/exceed internal customers’ needs and expectations.
- Works as a team to respond to customer requests and to solve customer problems.
- Utilizes appropriate resources to respond to requests as needed.
- All employees are responsible for ensuring the compliance to company documents, programs and activities related to Health, Safety, Environment, Energy and Quality Management System as per your roles and responsibilities.
- Participates in any and all reasonable work activities as assigned by management.
Requirements
- High school diploma or equivalent (Associates/Bachelor’s degree preferred).
- 1-3 years of related work experience.
- Knowledge of healthcare, pharmaceutical, and/or medical device industries is strongly preferred.
- Demonstrated excellent customer service skills accompanied with effective communication skills (verbal and written).
- Solid organizational skills, attention to detail, and ability to multi-task in a fast-paced deadline driven environment.
- Intermediate skill set with Microsoft Office applications (Excel, Word, PowerPoint).
- Experience with ERPs (SAP preferred) and knowledge of other database concepts.
- Ability to research and resolve customer issues.
- Ability to consistently accomplish a large volume of work accurately.
- Excellent interpersonal skills and willingness to be a team player in varied capacities.
- Team player with ability to take direction from multiple individuals and interact effectively cross-functionally.
- Ability to work effectively with all employees and external business contacts while conveying a positive, service-oriented attitude.
- Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.
- Ability to work and manage change within a dynamic, fast-paced environment.
Additional Information
We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company contribution, and wellness program.
Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.
