• Customer Field Representative - sr

    Job Location(s) US-NJ-Mahwah
    Posted Date 2 weeks ago(5/9/2018 9:37 AM)
    Job ID
    Call Center/Customer Service
    Position Type
    Contract (Full-Time)
    # of Openings
  • 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 skill.


    • Import and process all orders from multiple media sources including product launch orders.

    • Triage new product launch inquiries.

    • Troubleshoot issues related to Oracle and escalate as appropriate/required.

    • Research problems, suggest viable options and analyze the impact of decisions before executing resolutions.

    • Communicate with customers on a regular basis via multiple media sources; ensure communication is clear and professional.

    • Triage issues from various departments to Regional Account Rep/Account Lead.

    • Follow-up on orders (i.e., consignments and instruments) as necessary.

    • Utilize various freight carrier tools to ensure order traceability.

    • Communicate on the volume and trend of inquiries handled. Partner with Regional Account Rep/Account Lead to identify trends and enhance methods of customer support.

    • Schedule order shipment based on customer request date.

    • Communicate all open items within 24 hours, including ship dates for product not shipping on customer request date.

    • Communicate and resolve all regulatory holds within 24 hours.

    • Fax shipping details to customer within 24 hours including all shipment documentation and tracking information.

    • Proactively manage orders; including ship completes, to ensure shipment within customer expectations.

    • Develop and maintain a high level of familiarity with company's products.


    • 5-10 years experience


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