Associate I, Customer Service

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    "requisitionDescription": "<div><div><div><div><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.32.25/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.32.25/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;' id=\"isPasted\"><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>Position Summary&nbsp;</span></strong></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;</span></strong></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>The Customer Service Associate will execute a variety of customer service activities across both Surgical and Ocular business units. In this role, you will provide clerical or administrative tasks to help optimize processing orders from customers and our sales team. Including but not limited to, assisting with resolving order, account and delivery issues.&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>&nbsp;</span></strong></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>Essential Duties &amp; Responsibilities&nbsp;</span></strong></p><ul style=\"list-style-type: disc;\"><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Answer incoming calls and basic customer questions and inquiries using computer software (via soft phone).</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Understand customer requirements, analyze, and provide appropriate clarifications and solutions.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Route and direct specific customer inquiries to appropriate personnel, escalating to team lead and or customer service manager when needed.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Activation and maintenance of customer accounts, as well as updating pricing in ERP.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Process customer sales order &amp; requisitions received via sales field ordering tools, emails, calls, and faxes.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Ability to review/validate order requests and properly enter order details into our ERP program accurately.&nbsp;</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Sales order payment processing for credit card payments</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Processing PCLs- Pricing letter confirmations and verifying customer pricing accuracy on orders vs existing pricing on account.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Processing of consignment related orders - invoicing/billing of tissue and resolving inventory discrepancies&nbsp;</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Processing order of value ad items &ndash; such as request for freezer/thermometers and nanocoolers.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Work with the Accounts Receivables department to ensure orders are routed expeditiously. This includes setting up credit terms and resolving credit hold issues. Maintain open and efficient communication between AR and the Sales field regarding order/account holds.&nbsp;</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Ability to handle/request credit &amp; rebills for invoice correction purposes.&nbsp;</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Provide support to our Commercial team (Sales &amp; Marketing); routing sales leads. Customer inquiries, and product complaints to their respective departments.&nbsp;</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Assist the Distribution Department with delivery status of shipped orders, managing delivery delays&nbsp;</span><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>and order exceptions and as well as correcting/replacing orders as needed. Maintain open and efficient communication between Distribution and the Sales field regarding order/inventory issues.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Assisting with (DRI) Donor Recipient Information cards processing, along with all other customer/account/sales related duties that may arise.</span>&nbsp;</li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Utilize reports and tools within Salesforce.com for customer support related functions.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Perform outbound account calls to current and prospective clients to promote products/services, generate leads, and maintain relationships.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Conduct inside sales activities including lead follow-up, quoting, and order processing to support revenue growth.&nbsp;</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;margin-left:.25in;'><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>Quality Related Functions</span></p><ul style=\"list-style-type: disc;\"><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Required to escalate all product related events/report to the Quality team within a timely manner.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Assist Quality with obtaining details on product related events.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Complete all Quality related trainings within the required timeframe. (MasterControl, Litmos, other)</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;margin-left:.5in;'><em><span style='font-family:\"GT Walsheim Rg\";color:#009999;'> </span></em><span style='font-family:\"GT Walsheim Rg\";color:#009999;'>&nbsp; &nbsp; &nbsp;&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>Skills &amp; Abilities</span></strong></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#009999;'>Essential Duty Definition:</span></p><ul style=\"list-style-type: disc;\"><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Work cross</span><span style='font-family:\"Cambria Math\",serif;font-size:15px;color:#006666;'>‐</span><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>functionally with key internal partners including but not limited to, Quality, Distribution, Accounts Receivable, Sales, Commercial Operations.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Utilize multiple programs and systems across dual monitors while answering questions over the phone</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Excellent communication skills; fluent (oral/written) English.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Proficient in Microsoft software applications: Teams, Excel, Word, PowerPoint and Outlook.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Provide world class customer experience, ability to work under stressful situations and multi-task.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Able to verbally express specifications by telephone and electronic communications.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Participate in executing customer service strategies.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Inform customers about order status, invoices and other standard information as needed.&nbsp;</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Flexibility to work overtime as required, possible weekends, even on short notice.</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Ability to work varying schedules.&nbsp;</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Consistent and timely adherence to assigned schedule.</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>&nbsp;</span></strong></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>Position Expertise/Qualifications&nbsp;</span></strong></p><ul style=\"list-style-type: disc;\"><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>High School Diploma, required.&nbsp;</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Associates Degree, preferred</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Salesforce CRM experience, preferred</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Sage ERP Experience, preferred</span></li><li><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>2 years&rsquo; in a customer service oriented environment, preferred.</span><em><span style='font-family:\"GT Walsheim Rg\";color:#009999;'> </span></em><span style='font-family:\"GT Walsheim Rg\";color:#009999;'>&nbsp; &nbsp; &nbsp;</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>&nbsp;</span></strong></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><strong><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#006666;'>Physical Requirements</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><span style='font-family:\"GT Walsheim Rg\";font-size:15px;color:#006666;'>Sedentary work that generally requires sitting and/or standing</span></li></ul></div><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;color:black;'><span style='font-size:15px;font-family:\"GT Walsheim Rg\";color:#009999;'>&nbsp;</span></p></div></div></div></div></div></div>\n",
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