Sr. Customer Service Specialist

Expected Travel: Up to 10%

Requisition ID: 10690 

 

About Teleflex Incorporated

As a global provider of medical technologies, Teleflex is driven by our purpose to improve the health and quality of people’s lives. Through our vision to become the most trusted partner in healthcare, we offer a diverse portfolio with solutions in the therapy areas of anesthesia, emergency medicine, interventional cardiology and radiology, surgical, vascular access, and urology. We believe that the potential of great people, purpose-driven innovation, and world-class products can shape the future direction of healthcare. 
 
Teleflex is the home of Arrow™, Barrigel™, Deknatel™, QuikClot™, LMA™, Pilling™, Rüsch™, UroLift™ and Weck™ – trusted brands united by a common sense of purpose.
 
At Teleflex, we are empowering the future of healthcare.  For more information, please visit teleflex.com.

 

Global Functions – The Corporate division is the central operating unit of the company; setting strategy and policy and providing business development, finance, human resources, information technology, investor relations and legal support to the businesses. The global Company headquarters is located just outside of Philadelphia in Wayne, PA. Join a dynamic, growing team that offers healthcare providers an array of medical technology solutions that make a difference in patients’ lives.

Position Summary

Provide excellent customer service in all areas of the customer experience in a contact center environment. 

Principal Responsibilities

• Handle inbound and outbound calls, emails, faxes and other communication channels from/to internal and external customers. 
• Field and respond to all types of customer inquiries including order placement; order status and tracking; general product questions; inventory availability; product pricing; returns; credits, account status; new account creation, etc. 
• Serve as primary and/or backup resource to one or more specialized processes/projects within Customer Service. 
• Handle customer escalations. 
• Act as a mentor / subject matter expert within the contact center. 
• Interface with key departments within the organization and specialized teams within Customer Service. 
• Proactively identify opportunities for synergies with other departments. 
• Maintain a supportive relationship with our Sales organizations. 
• Accurately handle complex processes. 
• Provide feedback regarding potential process improvement ideas. 
• Maintain service excellence by adhering to the Quality Assurance program guidelines while meeting efficiency and productivity goals. 
• Follow and exhibit our corporate ethics standards and core values. 
   

Education / Experience Requirements

• High School diploma or equivalent required. College degree – or college courses in a business-related field - preferred. 
• 2+ years customer service and/or data/order entry experience plus 1 year of contact center experience required.  
• Minimum 9 months experience as a Customer Service Specialist at Teleflex (either in a temporary or permanent capacity). 
• Proficient in SAP ECC/CRM; Salesforce and Teleflex’s products and work processes.  
• Consistent demonstration of meeting or exceeding Teleflex Customer Service quality and productivity goals.  
   

Specialized Skills / Other Requirements

• Knowledge of medical manufacturing and/or distribution preferred. 
• SAP/CRM experience and knowledge required. 
• Highly customer focused. 
• An aptitude for analyzing a situation for root causes and determining the best possible solution and/or direction for resolution. 
• Ability to take independent action while exhibiting sound judgement in solving problems and the completing of projects and assignments. 
• Excellent oral and written communication skills. 
• Exceptional detail orientation and time management skills. 
• Proficiency in Microsoft Windows, especially MS Word and Excel. 
• Ability to interact effectively with individuals at all levels in the organization. 
• Ability to collaborate and work well with others. 
• Strong organizational, analytical and problem-solving skills required. 
• Ability to successfully multi-task in a face-paced environment. 
• Ability to professionally manage and turn around demanding customers. 
   

TRAVEL REQUIRED: 0 %

SCHEDULE: Varies between hours of operation (start times as early as 8:00 am and as late as 10:30 am) 
 

At Teleflex, we follow a comprehensive hiring process. We do not accept unsolicited resumes from agency recruiters