Customer Service Representative

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.

• 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