Customer Care Specialist - USDG (Pacific Time Zone)

The preferred working hours for this role are 7:30 AM – 4:00 PM Pacific Time, or the equivalent schedule in other U.S. time zones.

JOB OVERVIEW:

This position is responsible for providing internal support and builds relationships with assigned customers, groups of customers and/or sales consultants. Assists customers and sales teams with various aspects of account support and maintenance including but not limited to, ordering, product information, quotes and customer service-related issues. Builds relationships by assisting them in their efforts to meet their goals and objectives by promoting efficiency and expediting requests to increase satisfaction. Promotes divisional initiatives in all customer interactions. 

KEY RESPONSIBILITIES: 

• Builds customer relationships by accommodating customer’s requests relating to reasons they have been designated to Customer Care. Provides promotional information and services to customers and sales consultants. Drives divisional initiatives in all customer interactions.
• Receives and responds to customer and sales teams inquiries via telephone calls, emails and faxes to answer inquiries on various account support activities. This may include order processing, tracking shipments, invoice questions, answering product inquiries, pricing, reporting and special orders.
• Handles customer service-related issues which may include, processing return authorizations, credits, traces customer stock order shipments and resolves short shipment claims. Responds to customer’s concern in a timely fashion, takes appropriate actions to ensure customer issues/opportunities are communicated to appropriate personnel.
• Assists with various aspects of account maintenance including new account set-up, address changes, closing accounts, EDI, account assignment, website login for customers, credit, and/or verifications as requested and in accordance with policies and procedures.
• Creates quotes and bids for sales consultants to price.
• Interacts with internal departments to resolve issues and works with distribution centers regarding post-order inquiries, such as requesting shelf checks, lot numbers, order revisions and expediting orders.
• Contacts manufacturers for warranty, product, technical and return information. Track drop ship and cross-doc items.
• Notifies sales consultants, sales management and department management of unusual customer concerns that may require additional support or attention.
• Provides varying sales support activities for U.S. Specialty Distribution Group (USDG) as needed.
• Attends all meetings and participates in all training programs as required.
• Participates in special projects and performs other duties as required.

SPECIFIC KNOWLEDGE & SKILLS:  

Medical product knowledge preferred; Microsoft Office knowledge preferred.

GENERAL SKILLS & COMPETENCIES:  

• Excellent time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small to medium sized projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

MINIMUM WORK EXPERIENCE: 

Typically 4 or more years of related experience.

PREFERRED EDUCATION: 

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

The posted range for this position is $44,150 - $68,985 ($21.23 - $33.17 /hour) which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.

Other benefits available include:  Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO [or sick leave if applicable], Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educa