Title: CSR
Location : Edison, NJ 08817
Duration: 08/01/2023 till 11/30/2023
Shift hours 8:00AM EST- 8:00PM EST
Job Description
Responsible for ensuring all orders received by phone, fax, email or other sources are processed and acknowledged accurately and promptly upon receipt.
Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel.
Identify customers' needs and provide basic to moderately complex support; Identify and solve problems using available resources. Maintain current knowledge of products offered in the catalog to support providing basic product information.
Handle customer complaints; Complete the required documentation within the time limit and submit to the relevant organization; Arrange the product returns and raise credit notes, where required.
Ensure order processing holds are addressed in a timely manner.
Proactively communicate product availability to customer; Manage backorders, where required, informing the customers of availability dates.
Generate sales invoices upon request.
Retrieve voice messages each morning and process them accordingly.
Provide support to the sales team periodically on pricing, quotes, product samples, and customer inquiries.
Liaise with other departments to resolve customer inquiries.
Provide feedback to department leadership as needed.
Actively engage in projects to improve service levels.
Perform other related duties as assigned by management.
Adhere to IRI Core Values.
The ability to act as an essential employee within the Customer Service Department.
Inbound and outbound calling Experience is required with min Typing speed of 30 WPM.
Education:
High school diploma / GED (Must)
Experience:
A minimum of one to three years of related experience and/or training in Customer Service.
Previous experience in a manufacturing company and/or in the medical device and/or pharma industry is preferred.
Skills:
Ability to speak, read and write English.
Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, and management and cross-functionally for positive customer outcomes.
Passion for customers and delivering a world-class service experience.
Demonstrated critical thinking, problem-solving, and analytical skills.
Sense of urgency and proven ability to work under pressure.
Attention to detail and strong organizational skills.
Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment.
Ability to adapt to and embrace change.
Understanding of the Order to Cash process and related systems; Oracle, MS Office experience desirable.
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Last updated on Jul 28, 2023