Ultrasound Customer Service Representative

Job Description

Job Summary:

Customer Service Representative provides 1st line customer support to the company’s external customers. The Customer Service Representative is responsible to manage all activities associated with an entire customer order in the allotted time which include: verifying inventory availability, initiating order, generate and send quote to customer, disposition order & prepare shipping documents.

Duties and Responsibilities:

In addition to various tasks assigned by the supervisor the following are basic duties and responsibilities:

Provide 1st Line Customer Service, facilitate resolution of customer concerns

and issues.

Utilize ERP System to professionally handle customer calls, orders, and requests.

Enhance the customer experience through responsive and reliable support.

Assess customer situations and determine appropriate technical support if needed.

Process information and reports utilizing ERP system.

Generate ERP reports to initiate customer calls regarding product due back to the company.

Update records with appropriate information throughout the entire transaction

Resolve data entry issues.

Initiate and support process improvement, provide input for efficiency opportunities, support development of new programs and product introductions.

Listen to and capture customer feedback.

Address E2 discrepancies effectively, and efficiently.

Generate Quotes

Knowledge, Skill and Abilities

ERP System experience

Customer Service oriented

High standard for quality of work and attention to detail.

Effective professional communication skills both orally and written.

Quick learner and ability to multitask.

Ability to work within processes.

Excellent organizational skills.

Curious learner with aptitude for continuous improvement.

Work as part of a team.

Handle ambiguous situations independently.

Discern when to escalate situations to manager/supervisor.

Effectively cope with change.

Prioritize tasks based on time sensitive situations.

Credentials and Experience:

Associates Degree preferred

2 years’ experience in progressive logistics, sales, or customer service

Highly developed analytical skills and use of supporting software.

Skilled and experienced in dealing with multiple levels of internal and external personnel, external customers, and third-party entities. Interfacing with customer personnel in finalizing sales and settlement of disputes with Buyers, Accounts Payable Managers, and Senior Management involved in Purchasing, Contracting, Warehousing, Distribution and Transportation.

Proficiency with Microsoft Office Applications and data reporting tools.

U.S. Citizen or Legal Resident Alien

Special Requirements:

Willingness and ability to work long hours and weekends as required.

Physical Requirements

The employee is frequently required to sit.

Must possess sight/hearing senses to adequately perform the functions of the job.

The employee is regularly required to verbally communicate.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, ability to adjust focus.

May be required to occasionally lift 25lbs.

Must be able to manage and handle stressful and demanding situations.

Working Relationship/Environment Exposures

Maintain relationships and open communication.

Work is normally performed in a climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited.

Noise level is moderate and includes sounds of normal office environment.

No environmental hazards are encountered in performance of normal job duties.

Frequent contact with all levels of employees and management

EMPLOYEE BENEFITS & PERKS

Comprehensive Medical, Dental and Vision package.

Medical Health Saving Accounts and Dependent Care Flexible Spending Accounts.

Retirement packages with employer contribution/match

Free Employee Assistance Program

Paid time off including Paid Time Off, discretionary holidays, and holidays.

Company paid Short Term Disability

Life insurance and long-term disability

Discounts through LifeMart

Opportunities for training and promotion from within.