Customer Care Representative - Urgent Need

Position Summary Position: Customer Care Representative Location: San Antonio, TX Duration: 12 months Total Hours/Week: 40.00 Shift: 1st Shift Client: Medical Device Company Job Category: Customer Service Level of Experience: Entry Level Employment Type: Contract on W2 (Need US Citizens or GC Holders Only) Job Description Provide exceptional service to all internal and external customers through effective contact handling skills. Serve as subject matter expert in product, processes, and policies, and primary contact for Key Focus accounts and/or business, Sales Force, Product End Users. Responsible for meeting business objectives and targets, building relationships with Business Unit(s), communicating, driving process improvements, and guiding processes to meet customer expectations. Primary Responsibilities and Duties 50% Compose accurate, prompt, and appropriate replies to all internal and external customer contacts. Review orders for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system. Enter all contact information into appropriate database(s) in compliance with company and outside regulatory policies. Ensure that all potentially serious incidents are raised to the appropriate levels of management. 15% Research information needed to answer questions and respond appropriately. Identify and coordinate resolution of issues that may negatively impact customer satisfaction. Handle all customer interactions phone, chat, fax, and email in a professional and courteous manner. Provide proactive support of Key/Focus accounts and Sales Force. Assist less experienced Customer Care Specialists with unusual or complex inquiries, including escalations, ensuring customer retention and loyalty. Serve as mentor for new hires. 15% Investigate requests for credit, rebill and return material authorizations, create and follow-up on related documents such as RMAs, credit and debit memos. Work with business functions to ensure satisfaction, service and sales goals are met. Effectively manage communications with internal functions (Contracts, Sales, Operations, Supply Chain and Logistics, etc.) to support customer requests, meet deadlines and find timely resolutions. Serve as a voice for the customer. 10% Assist in the development, testing and piloting of new process and procedures. Support promotional sales campaigns, product launches and cross‑selling or upselling activities. Take overflow calls from other client customer contact sites for business continuity. 10% Special Order Handling, including all government, donation orders and others as required. Support shipping schedules to ensure on‑time delivery. Meet and exceed established order accuracy standards and turnaround times. Handle inbound customer contacts regarding order inquiries, order placement and general product questions. Work with business planners to manage stock in short supply. Support Marketing promotions and product launches. 10% Identify and participate in process improvement efforts. Represent the department within Supply Chain and supported Business. Participate in cross‑functional teams and activities. Participate in other projects and designated meetings as required. Provide customer feedback to stakeholders. 10% Investigate and perform analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines. Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations. Competencies Leadership Commitments – Be bold and strategic, remove obstacles and empower others, deliver results that matter, debate and decide, then commit and go, win as one client, have the courage to iterate, try new things and embrace change. MINDSET – The best way to help customers and patients is to truly know them; challenges are opportunities to grow and improve; inclusion and diversity make us a stronger team; speaking up builds trust and gets to better outcomes faster. Scope of Responsibility The degree to which the position has responsibility for influencing and/or developing strategies for achieving company goals and examples. Participation and support department continuous improvement initiatives. Works in close coordination with other teams to meet resolution and quality expectations. Maintains in-depth knowledge of products, processes, and policies. May require supervision to resolve complex issues. High impact on customer satisfaction levels. Applies specialized knowledge/skills to perform routine and non‑routine work. Partners with internal/external groups: Sales, Marketing, Credit, Integrated Supply Chain and Logistics, Distribution, and Distributor Relations, Quality Assurance, Customer Facing Master Data Organization, Distributors, Direct Customers, and Health Care Professionals. Influence extends to customers, peers, team members, and key stakeholders. Participates in training activities. Accountability and Financial Impact Make key decisions that affect business performance and examples. Has moderate discretion and decision making. Accountable for the execution of specific tasks with moderate discretion and with minimal oversight from a supervisor. Responsibility to execute requests at a skilful and practiced level, meeting goals and satisfying service levels. Has some effect on quality, cost and/or productivity. Ability to use the most cost‑effective solutions to drive down costs for operating expenses. Essential Functions The purpose of this section is to help identify any modifications or adjustments to the work environment that might enable a qualified individual with a disability to perform the essential functions of the position. If there are any additional functions (not identified in the responsibilities section above), including physical capacities, that require a significant amount of time, and that would lead to a serious consequence if not performed, please identify, and describe those essential functions here. Knowledge, Skills, and Abilities (KSA) Knowledge: Strong analytical and computer skills (particularly spreadsheets and reporting programs), knowledge of Supply Chain Management and experience leading or participating in cross‑functional projects, proven ability to analyze data and use critical thinking skills, knowledge of Customer Support software including phone system, ERP and workforce management. Skills: Customer focus, customer service, data entry, listening, phone and verbal communication, written communication, critical thinking, relationship building, people and interpersonal skills, problem solving, strong computer skills, strong team orientation, excellent oral and written communication, attention to detail, ability to multi‑task, continuous and versatile learner. Education and Experience High School Diploma or GED. Preferred: Associate’s / Bachelor’s Degree (business or related studies) or equivalency or 5+ years’ work experience. Experience: 2+ years business‑related experience in a customer contact center, 1+ year with Microsoft Office Suite (Outlook, Word, Excel, IE, Chrome, Teams), 1+ year with multiple channels of communication (phone, email, chat), preferred 1+ year experience with ERP (SAP and/or JDE), preferred experience in a medical device or health care company. Other Requirements Must be able to be flexible in work schedule, including willingness to work overtime as needed and/or occasional Saturday if business needs dictate. Ability to formulate decisions to new and rapidly developing challenges. #J-18808-Ljbffr MillenniumSoft Inc