Customer Service Coordinator InfoMedics
The Customer Service Coordinator will report to the Manager of Customer Service. She/he will be customer focused and driven to provide extraordinary service for HCP?s, consumers, patients and clients of all brands and products. Collaborating with all levels of the organization, will ensure quality execution of all programs and services resulting in zero incidents. Being provocative and always questioning the status quo, will use innovative ways to solve callers inquiries and improve existing processes.
Job Description (Duties/ Responsibilities)
Working within strict regulations, process orders accurately and timely in accordance with the priorities established for the day.
Review incoming requests for accuracy and completeness; fulfill all materials by established SLA?s and delivery dates.
Ensure proper transactions are executed throughout the process to drive/manage inventory levels and reporting integrity.
Follow professional communication guidelines for handling customer contacts, listening carefully to the customer to assess his or her needs and asking probing questions.
Resolves product or service problems by clarifying the customer?s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Proactively research problem orders and follow-up with any necessary employees or partners to determine a final resolution.
Escalate any issues or trends that arise that may impact customer satisfaction.
Stay up-to-date on all known product and systems issues in addition to marketing campaigns in order to minimize the need for follow-through outside of established service levels.
Accurately communicate and ?categorize? the customer issue and resolution, document the customer issue into the system database for easy archiving and follow-up.
Leverage knowledge management database to stay current on all policies, procedures, and new programs to be informed for the customer.
Notify Program Lead or Manager on any internal systems-related issues that impact the service team?s ability to process orders with timeliness and accuracy
Complete special projects as assigned
Driven to delight the customer
High School diploma required. Associates degree or other professional certification preferred.
1-3 years of proven excellence providing service in a busy customer service/call center environment
1-3 years of advanced computing experience with a focus on accurate data entry skills
Experience with 5S highly desireable
Experience with shipping processes with vendors such as FedEx & UPS
Effective written and verbal communication skills
Self-motivated and willing to take the initiative to seek out answers and additional work
Ability to prioritize multiple tasks according to their importance
||Reading, MA |