Customer Service Representative Details

Medical Packaging Inc LLC - Flemington, NJ

Employment Type : Full-Time

Description:

Medical Packaging Inc., LLC (MPI) is looking for a positive and professional Customer Service Representative to join our growing team in Flemington, NJ. In this role, you’ll be our customers’ first point of contact, responsible for delivering a best in class customer support experience. Specifically, you will help domestic and international pharmaceutical and health care related customers order consumable packaging materials, parts, and data subscription renewals over-the-phone, by email, or fax ensuring customer satisfaction is achieved. You may also handle customer concerns, complaints, or returns, and provide an exceptional customer experience to preserve customer loyalty.

Responsibilities

  • Process quotes, orders, backorders, customer returns, or replacements in ERP with a high level of accuracy and efficiency.
  • Liaise between internal and external contacts to expedite orders and meet or exceed customer needs.
  • Process credit card pre-authorizations.
  • Answer calls and emails in a courteous, friendly, and professional manner regarding orders, order status, or product specifications and options.
  • Compose correspondence using correct English, spelling, grammar, and punctuation.
  • Coordinate the timely resolution of problems related to orders, shipping, pricing, returns, or product issues.
  • Verify customer information to ensure accuracy in MPI’s systems; resolve any data discrepancies through escalation path.
  • Build, maintain, and grow relationships with internal and external customers and partners by making them feel valued, important, and understood.
  • Identify up-sell or cross-sell opportunities from routine customer interactions and escalate to Marketing & Sales.
  • Actively participate in training and professional development opportunities as required.
  • Provide back-up assistance and support to Customer Service and Sales Support Associates.
  • Other duties as assigned.
. Requirements:
  • Minimum 2 years of experience in order entry, general sales, billing support, or customer service/call center environment.
  • Customer focused attitude, which means you have strong interpersonal skills that include patience and empathy with the ability to remain calm in occasionally tense or demanding situations.
  • Strong phone presence with the ability to adjust tonality to ensure clear communication and ability to write professionally and clearly.
  • Ability to foster strong, long-term relationships with customers.
  • Ask questions to uncover the real issue and probe to understand customers’ needs; resolve practical problems.
  • Able to work with people of diverse backgrounds and skill sets, and effectively align communication to your audience.
  • Ability to work independently, set work priorities, and manage time effectively.
  • Possession of strong organizational skills and ability to focus in a fast-paced environment.
  • High accuracy and attention to detail.
  • Mathematical aptitude preferred.

Education and Training

  • High School diploma or equivalent required.
  • In-depth knowledge of Microsoft Dynamics Great Plains (GP) Accounting Software, or similar accounting or Enterprise Resource Planning (ERP) system.
  • In-depth knowledge of Salesforce.com, or similar Customer Relationship Management (CRM) system.
  • In-depth knowledge of Microsoft programs (Outlook, Word, Excel) and basic PC applications.
  • Required knowledge and practical experience of standard business practices and customer service principles.

Work Environment

This job operates in a clerical office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This is a largely sedentary role, mainly sitting at a desk working on a computer and telephone.

Position Type and Expected Hours of Work

This is a full-time, office-based, non-exempt position. The core working hours of this position may be 8:00 AM to 4:00 PM or 8:30 AM to 4:30 PM or 9:00 AM to 5:00 PM Monday through Friday.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

PM22

Posted on : 2 years ago