Customer Service Specialist

Job Summary

Working in a call enter environment as a Customer Service Specialist you are responsible for providing superior customer service to patients, physicians and their office/clinical staff, wholesalers, specialty pharmacies and our sales force. Our focus is to provide accurate information and assistance to our customers at the first point of contact.

What you'll be doing
* Enters orders for customers and sales force using an on-line order entry system. Continually verifies the accuracy of all data entered in the system and maintain records from all patient and customer interactions.
* Communicates regularly with patients to trouble shoot issues (product, shipping, pricing) and provides resolution in order to restore confidence in our products and services.
* Coordinates/initiates product complaints by collecting and documenting data from the patient to determine if the issue is a compliant or a service request. Escalates complaints to proper personnel for resolution. Issues RGAs for product returns. Prepares packaging materials, FAA documents for dangerous goods, and any other materials for returning product.
* Performs necessary inventory computer transactions to move, issue and transfer inventory for shipment, and billing and/or internal charges.
* Process product sample request per established sample program procedures.
* Follow departmental procedures for ACD system availability.
* Other duties will be assigned such as handling FedEx non-deliverables, Exogen unknown returns, serial number swaps, call statistics, servicing issues, various reporting and other daily responsibilities and projects.


What you'll bring to the table
* High school education; and
* Minimum 3 years successful customer service/customer contact experience involving problem resolution and order entry using an on-line computer terminal. SAP experience is preferred.
* Call center experience is a plus.
* Experience with MS office software such as word, excel, and outlook. ( or similar software)

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