Business Services Specialist

Acumed LLC

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Job Scope

The Business Services Specialist interacts with customers to receive orders for products and provides information in response to inquiries. The Specialist also resolves complaints following established procedures to ensure that good customer relations are maintained, and complaints are resolved fairly and effectively, in accordance with Acumed procedures.  Collaborates with Regional Business Managers, Global Sales leadership, and independent sales consultants to ensure timely resolution of issues, accurate responses to questions, and outstanding support.  Assists internal and external partners on order status, product information, account status, pricing, product or service.   He or she will accurately and efficiently enter data into the Enterprise Resource Planning (SAP) and Customer Relationship Management Salesforce systems, produce and distribute reports, and effectively communicate both verbally and in writing.

Duties/Responsibilities

• Receives and processes orders via phone and email from customers and business partners.  Accurately enters information into SAP.
• Responds to requests to return product by researching purchase information to determine eligibility and applying the return policy.  Makes appropriate exceptions and/or escalates requests for out of policy return requests to supervisor. 
• Interprets master notes and standard pricing lists and calculates accurate pricing; quotes and applies accurate pricing and discounts to orders.
• Responds to customer requests to assist with resolving billing issues and shipping discrepancies.  Conducts appropriate research and responds to the customer or independent sales consultant professionally, accurately, and succinctly. 
• Gathers documentation and ensures required forms for new account set up, price change requests, package tracking, mis-shipments, recalls, returns, and credits. 
• Receives and records complaints from customers and independent sales consultants professionally and accurately, refers unresolved complaints to designated departments for investigation. 
• Works with Planning, Logistics and other departments to verify backorder times, product shipments, lead times, stock outs, resolve order inaccuracies and batch discrepancies. 
• Monitors data entered into Salesforce,  customer relationship management system, and the SAP enterprise resources planning system; edits, corrects, and manages data as required; provides CRM troubleshooting support to external business partner users as requested.
• Monitors independent sales consultant compliance with training requirements in ComplianceWire; takes appropriates action to limit product access in cases of non-compliance.

Qualifications

• High School diploma required; Associates or Bachelor’s degree preferred.
• 1-2 years of prior customer service experience required.
• Excellent people skills and positive, professional communication style at all times.
• Excellent verbal, written and telephone skills supported by strong interpersonal skills and ability to work effectively on a team.
• Ability to work under a high stress environment, maintain composure and adhere to daily deadlines.
• Ability to multi-task (i.e. simultaneously answer multiple phone calls and process orders) and manage time effectively.
• Strong working knowledge of MS Office (Word, Excel, Outlook).
• Ability to type 60 wpm.
• Ability to read and speak English sufficiently to understand and complete all paperwork.

This role has work-from-home/remote flexibility.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be cons