Customer Field Representative -exp

US-CA-Roseville
2 months ago
Job ID
2017-27605
Category
Call Center/Customer Service
Position Type
Contract (Full-Time)
# of Openings
1

Overview

Manages all aspects of customer service including answering inquiries via phone and e-mail, taking orders, and follow up services. Also may require research skills to troubleshoot customer problems. Customers may be internal or external with requests of varying degrees of complexity. Must have strong interpersonal, customer service and communication skills.

Responsibilities

Receive, store and issue materials and equipment. Keep records, compile reports/metrics and assist in documenting requirements for the Branch, keeping the Branch at Audit readiness and to address quality issues with Branch Management. Communicate directly with the sales force, internal departments and clients to pursue and resolve issues related to orders, accounts receivable and returns. 

 

Essential Duties & Responsibilities (Detailed descriptions)

  • Provide phone support for inquiries from sales and healthcare professionals
  • Provide support beyond standard hours as needed if call volume and/or workload require additional time
  • Supports Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Determine charges for services requested, collaborate with Corporate Accounts Receivable for collection payments, and/or arrange for billing
  • Compile, review, and maintain data from, purchase orders, requisitions, and other documents.
  • Verify inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors
  • Determine proper storage methods, identification, and stock location
  • Prepare and maintain records and reports of inventories, shortages and/or shipments
  • Dispose of damaged or defective items following procedures
  • Issue or distribute materials, products parts, and supplies based on information from incoming requisitions
  • Cycle count inventory in various hospitals and office locations throughout territory; reconcile counts with company inventory logs; submit adjustments; responsible to count all branch inventory at least once per annual year
  • Understand and implement procedures to manage inventory shelf life and expired records. 

Qualifications

  • Knowledge of the medical implant industry and hospital customer base preferred 
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures. 
  • Strong skills with office technology (e.g. Oracle, ERP systems, Access, Excel and Word.) 
  • Strong problem solving and communication skills 
  • Demonstrated phone skills; ability to maintain composure in stressful situations 
  • Demonstrated customer service skills, including meeting quality standards for services 
  • Demonstrated knowledge of inventory tracking and counting mechanism principles 
  • Demonstrated knowledge of relevant equipment, policies and procedures to promote effective operations for the protection of people, data and property 
  • Demonstrated knowledge of principles and methods for selection, storage and movement of medical products 
  • Demonstrated accuracy in data entry and report generation 
  • Demonstrated proficiency in MS Outlook, Excel, Word and Access, ERP systems (including data analysis tools) 
  • Strong problem solving and communication skills 
  • Assoc Degree or equivalent work experience 
  • 2-3 years customer or account management experience 
  • Must have excellent organizational, customer service and followup skills.
  • Demonstrated interpersonal skills with ability to successfully communicate verbally and in writing 
  • Knowledge of the medical implant industry and hospital customer base preferred. 
  • Must have the ability to work flexible hours, as needed to support the business needs. 
  • Must be able and willing to work successfully in a team environment.
  • 2 year Degree or equivalent work experience

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