About the role
Position Summary
Responsible for responding to customer inquiries and complaints. Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking.
Essential Duties & Responsibilities
- Provide a solution for all callers- if answer is not known- will need to research and follow up
- Log customer data for return processing
- Answer and log customer phone calls
- Maintain pleasant & positive phone voice and attitude
Process customer orders
Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
Process change requests
- Provide accurate sales rep information to customers upon request
- Create incidents, tasks, and inquires within ServiceCloud where applicable and respond to those inquiry types assigned to the team.
- Review orders for product availability
- Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions availability, shipping dates and back order resolution
- Coordinate with the shipping companies regarding order status and P.O.D’s
- Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
- Ensure phones are covered at all times during normal working hours
- Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
- Other miscellaneous duties or special projects as assigned
Knowledge, Skills & Qualifications
Basic excel skills
- Be able to come up with creative solutions for customers internal and external with little to no help from a supervisor
- Ability to communicate clearly and effectively- in a positive manner
- Ability to manage tasks in a high-pressure environment
Ability to multi-task
Ability to work hours from 8:00am-5pm CST
General knowledge of the manufacturing, sales and distribution processes
Education and Experience
- High School diploma required; college degree preferred
- ERP experience a plus, computer skills required, working knowledge of MS Office
- Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry
Minimum Qualifications
Must be 18 years of age
Travel Requirements
Typically requires travel less than 5% of the time
Physical Requirements and Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.