Customer Support Services Rep I

Mon - Fri; 10:00 am to 7:00 pm, and 1 Saturday a month 11:00 am to 2:00 pm (but person would leave early 3 hrs during the week, to avoid OT).

*** Candidates must be bilingual and able to fully communicate in SPANISH. Previous inbound Customer Service/Call Center experience in a Medical/Hospital/Pharma setting is preferred. Above average PC skills required.

Summary: Under close supervision, receives various inquiries from consumers, health care professionals and direct customers. Receives customer orders and answers customer inquiries regarding product information, delivery dates and back-order status. Monitors customer information database. Assists field sales personnel with requests from customers. This is the entry-level position in the Customer Support Services Representative job family.

Essential Job Functions: This is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks.

• Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws.
• Communicates with customers via telephone, email, fax or in person, and receives product orders and general inquiries.
• Monitors and provides updates to the customer master group.
• Investigates customer complaints concerning billing of products, shipping errors, and damages, referring quality complaints to designated departments for investigation.
• May be required to participate as a Super User with SAP.
• May be requested to work on specific projects.
• Interfaces with other departments in the processing of any customer related issues.
• Assists customers with requests for and the processing of returned goods.
• Complies with Company policies and procedures, including safety rules and regulations.
• Performs related duties as assigned.

Required Knowledge and Skills

Knowledge of

• Current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), and other regulatory requirements.
• Standard office procedures, practices and protocols.
• Basic sales, contract administration and customer service principles.
• English usage, spelling, grammar and punctuation.
• Current Company policies and procedures, including safety rules and regulations.
• Computer systems and software applications, such as Microsoft Office.
• Proficiency with 10-key data entry.
• SAP experience preferred.
• General office experience including filing & copying.

Skill in

• Achieving goals, objectives and practices for effective, efficient and cost effective management of allocated resources.
• Interpreting and closely following instructions and procedures.
• Participating in a full range of Sales-related support services.
• Typing and keyboarding with a high degree of accuracy.
• Writing and composing business correspondence.
• Working under time constraints and in pressure situations.
• Communicating clearly and concisely, both orally and in writing.
• Establishing and maintaining effective relationships with individuals contacted in the course of work.
• Operating computer systems and software applications, such as Microsoft Office, specifically MS Word and Excel.
• Representing the Company professionally, effectively and efficiently.
• Organizational skills and time management.

• Physical Requirements and Working Conditions: Requires the ability to
• sit for extended periods, stand, walk, communicate via telephone,
• computer and/or face-to-face contact, hearing and vision within normal
• range, and use basic office equipment such as a personal computer,
• copier and fax machines regularly in the course of work. Work is
• performed in an office environment. Noise level in this environment is
• within the normal range.
• Thank You !
• All your information will be kept confidential according to EEO guidelines.