Job Summary

Customer Care Representative I (CCRI) strives to provide the absolute best customer experience. Responsible for order entry and managing all customer requests pertaining to product orders, returns, or general inquiries with a focus on customer satisfaction. CCRI works in a fast-paced team environment to support Terumo’s Interventional Systems, Medical Products, and Global Pharmaceutical Solutions businesses. Working in a high-volume call center, CCRI must be willing to collaborate with other call center professionals to help improve the customer experience. The Customer Service Team has a proven track record for upward movement for high-performing individuals.

Job Details/Responsibilities

• Manage sales orders received by phone, fax, email and electronic data interchange (EDI).
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• Partner with the field, inside sales teams, and warehouse to meet and exceed all service expectations.
• Manage sales orders received by phone, fax, email and electronic data interchange (EDI
• Recognize a customer complaint and forwards to the appropriate personnel based on TMC’s Quality Policies and Procedures.
• Address and resolve customer’s service inquiries or issues by identifying the issue; and address or escalate to ensure resolution.
• Complete the field based inventory order processing..
• Verify customer pricing and process special instructions for handling.
• Process Return Merchandise Authorizations (RMA) in a timely manner to ensure customer satisfaction.
• Research and review warehouse shipping discrepancies with customers/sales and advise steps that will be taken to resolve problem..
• Work with the Accounts Receivable Team for timely resolution of order discrepancies.
• Release standing orders in accordance with pre-determined shipping dates.
• Gain product knowledge by utilizing the Knowledge Tree application.
• Perform other job-related duties as assigned.
  

Job Responsibilities (continued)

Working Conditions/Physical Requirements

Knowledge, Skills and Abilities (KSA)

• Exceptional customer service and listening skills.
• Excellent interpersonal, written and verbal communication skills.
• Good organizational skills and the ability to work effectively as part of a team in a busy customer driven environment.
• Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred.
• Attention to detail.
• Must be proficient in Microsoft Excel, Word, PowerPoint, and Outlook
  

Qualifications/ Background Experiences

Associates Degree required, with a minimum of 1 year of experience in a customer facing or service environment; or equivalent combination of experience, education and training. Bachelor’s Degree preferred.