Customer Service Specialist

Job Title

Essential Duties and Responsibilities (Key Activities)

• Carries out duties in compliance with established business policies and procedures.
• Demonstrates commitment to the development, implementation and effectiveness of applicable Quality Processes as per ISO, FDA, and other regulatory agencies.
• Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Responsibility to understand and maintain awareness of the quality consequences which may occur from the improper performance of their specific job.
• Process all orders received.
• Communicate proactively with internal and external customers regarding order status and other topics in a professional, positive and courteous manner.
• Review and maintain customers open orders on a daily basis.
• Investigate and resolve order processing issues reported by customers and working cross functionally with other departments to resolve customer queries.
• Resolve customer inquiries and liaise directly with customers on a variety of issues such as pricing, inventory availability, terms, delivery or general questions.
• Collaborate with other departments to ensure accuracy of data maintained on SAP
• Communicate regularly with your Team Lead of all changes, issues and potential concerns with any customer accounts. Employees are empowered to share ideas and to drive and support continuous improvement.
• Work with our central warehouse and or supply chain team with regards to inventory, escalations and customer inquiries.
• Develop and maintain positive customer and internal colleague relationships.
• Responsible for complying with and executing applicable Quality Management System (QMS) processes, to support the delivery of an excellent customer experience.
• Perform other duties and projects as assigned.

Personal Characteristics

• Truly customer focused
• Self-starter ready to take initiative
• Professional attitude
• Interactive and engaging
• A multi-tasker with excellent time management skills
• Adaptable and Flexible
• Ability to deal with changing priorities
• Eagerness and willingness to learn
• Problem Solving
• Experience dealing with Ambiguity
• Drive for Results
• Excellent verbal and written communications
• Team player

Dimensions –Education / Experience / Skills

• Proficient in MS Office programs such as Word, Excel and Outlook and comfortable with IT systems
• Strong computer navigation and typing skills
• Good attention to detail, a critical-thinker, experienced at investigating and resolving complex issues
• Effectively collaborate with others
• Communicate professionally
• Good email etiquette
• Work independently and as part of a team
• Work effectively in a fast-paced environment with changing priorities
• SAP or other ERP system experience a significant advantage
• Previous customer service experience desired preferably in the healthcare industry but not essential