Customer Service Representative - Hybrid Role

Job Description

Come join our Control Freak Nation and become a Control Freak! A growing company since 1973 with strong long term strategic growth plans. At UTAK you have a chance to make an impact in the Forensic and Toxicology Industry. You will have every opportunity to be creative, take initiative and grow. We thrive on our Control Freak feedback and ideas. A career at UTAK is more than just a job. It's the chance to work among friends every day, to work and play hard, and to see the results of your work first hand.

Our Freak Belief:

There are no shortcuts to achievement.

If we aren’t having fun, then we are doing something wrong.

No Shortcuts, HAVE FUN!

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each Major duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

Respond to customer inquiries by telephone, email, or chat to provide non-technical problem resolution.

Analyze a customer’s service needs and refer to other service or technical departments for follow-up as needed.

Answer and direct Type A, Type B, and Type C customer feedback calls and emails.

Order Entry

Reach out to customers directly regarding:

Recall activity

Product feedback/order satisfaction

Non Conformance Product Resolution (all errors which get past Final Batch Review)

Conduct Post-Market Surveillance.

Conduct Customer Satisfaction Surveys.

Synthesize and Compile relevant Customer Service data and metrics.

Comply with UTAK’s policies, procedures, quality standards and current Good Manufacturing

Practices (cGMP) as well as safety and environmental regulations.

Additional Duties:

Adheres to applicable regulatory requirements such as EU IDV and EU IDVR, 21CFR, FDA,

DEA, etc.

Work overtime as necessary to accomplish tasks and goals.

Attend individual and departmental meetings.

Attend training sessions for continued employee development.

Promote safety and participate in safety activities:

Assist in the investigation of all accidents or incidents in work area.

Implement safety-related improvements as identified by employees, team leaders,

safety professionals and others.

Perform special projects and other duties as assigned.

Job Qualifications:

To perform the job successfully, an individual must demonstrate the following education, experience,

knowledge, competencies and skills:

Minimum Education, Experience, Knowledge:

High School Diploma/GED Certificate; customer service experience desireable, or an equivalent

combination of education and experience.

Excellent computer and typing skills required (e.g. Excel, Word and Outlook)

Basic understanding of CRM, ERP and Accounting programs

Fluency in verbal and written English required.

Skills and Abilities:

1. General: Strong interpersonal skills; Ability to follow directions and work independently; Ability to

work effectively in a fast-paced environment

2. Equipment Use: Multipurpose printers, personal computers, telephones.

3. Computer Skills: Excellent typing skills; Software proficiency in Microsoft Office Suite; Basic

understanding of CRM, ERP and Accounting programs.

4. Language Skills: Ability to read and comprehend instructions, correspondence, and memos.

Ability to write routine correspondence. Ability to effectively present information in one-on-one and

small group situations to customers, clients, and other employees of the organization.

5. Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using

whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and

to draw and interpret bar graphs.

6. Reasoning Ability: Ability to apply common sense understanding to carry out instructions

furnished in written, oral, or diagram form. Ability to deal with problems involving many variables in

standardized situations.

Core Competencies:

Customer Focus: Solicit and apply feedback from internal and external customers; Understand customers’ current and future expectations; Respond promptly to customer needs; Demonstrate initiative and creativity to resolve challenges; Seek assistance from Corporate when previous methods have been unsuccessful.

Innovation: Develop and champion unique ideas and solutions; Find new ways to use technology more effectively; Promote continuous learning.

Interdependent Partnering: Contribute to a productive and cooperative atmosphere; Show

commitment to team objectives; Contribute own fair share of effort.

Master Complexity: Competently handle day-to-day work challenges; Thrive in uncertain circumstances; Adapt to changes in the work environment; Manage multiple tasks and competing demands; Change approach or method to best fit the situation.

Organizational & People Development: Strong interpersonal skills; Function as both team player and leader; Provide informal feedback; Challenge the status quo; Strive for continuous professional development; Recognize the contributions of others; Set and achieve challenging goals.

Spoken Communication: Speak clearly and concisely; Listen carefully and seek clarification; Deliver effective presentations.

Written Communication: Write clearly and informatively; Create documents that are complete and accurate.

Commitment: Strive to attain quality results on time; Convey a sense of urgency and drive issues to closure; Earn a reputation for reliability and dependability.

Decisions: Make timely and sound decisions; Take risks and manage them intelligently.

Problem Solving: Proactively seek solutions; Gather and analyze information systematically; Develop alternative solutions; Think analytically and act decisively.

Diversity: Respond with sensitivity to people of diverse perspectives, ideas, backgrounds, lifestyles and ages; Foster open communication and respect for the individual.

Company Description

UTAK Laboratories is a manufacturer of medical devices specifically quality control material for clinical and forensic testing laboratories. UTAK has been in business for 50 years and still growing.