Customer Service Specialist I

Job Title

Under close supervision of the Customer Service Supervisor, is responsible for ensuring customer satisfaction by providing AmerisourceBergen customers with courteous, professional and efficient service at all times. Generates outbound calls to specific low-volume accounts in order to provide excellent service and communication to accounts not currently called on by a field sales associate.

Primary Duties and Responsibilities:

• Responsible for initiating a monthly service call to a specific number of low-volume accounts in the local geographic area
• Updates the existing customers on any new programs, promotional activity, products and services as well as inquires and assists with any current issues or unresolved problems
• Assists with customer problems such as missed shipments, price adjustments and backorders; continually strives for prompt resolution
• Frequently works with field sales associates in coordinating special orders, accepting quotations, typing, and manufacturer calls
• Works with warehouse associates, customers and field sales associates to ensure that the order process runs smoothly
• Processes all phone, fax, mail, e-mail and verbal orders from customers
• Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance, escalates customers to Customer Service Supervisor in a courteous manner
• Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested
• Assists customers with backorders by offering substitutions and alternatives whenever possible, contacts manufacturers for delivery information, changes in stock number, prices and availability, and maintains current open order reports
• Communicates with all departments within the Distribution Center as well as field sales associates
• Serves as liaison between customers and field sales associates
• Makes suggestions and recommendations to Supervisor in an effort to continually improve customer service operations
• Complies with all appropriate policies, procedures, safety rules and regulations
• Performs related duties as assigned
• After completing one year of service, Specialists will be included in an on-call rotation to assist with after-hours emergency orders

Required Skills and Qualifications:

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor's Degree program, technical vocational training or equivalent combination of experience and education
• Normally requires less than one (1) year directly related experience
• Strong customer service skills
• Strong interpersonal skills
• Good decision making skills
• Good analytical skills
• Ability to communicate effectively both orally and in writing
• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
• Familiarity with ABC products, services and pharmaceutical distribution operations
• Strong organizational skills; attention to detail
• Basic knowledge of Microsoft Word, Excel and inventory management system

Work Environment:

• The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• The noise level in the work environment is generally moderate to noisy

Physical and Mental Requirements:

• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing
• Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus
• 75% or more time is spent looking directly at a computer
• 75% or more time is spent addressing customer issues on the telephone
• Associate is occasionally required to stand, walk (or otherwise be...

Equal Opportunity Employer/Minority/Female/Disability/Veteran