Customer Support Representative

Driven by a commitment to research, quality and service, PDI provides innovative products, educational resources, training and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team!

POSITION PURPOSE

The purpose of this position is to provide exceptional customer care to our customers and to our internal business partners. This position is responsible for large national accounts. Additional responsibilities include regional customer management and purchase order administration from entry point through delivery.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• 80% Customer facing responsibilities.
  
  
  • Receive purchase orders and maintain changes to orders in the inventory management system.
  • Respond to incoming customer inquiries via phone, email, and website, establishing a responsive dialogue with callers which conveys a working knowledge of the company, business units, products, and general company offerings.
  • Process incoming fax, email and electronically transmitted orders and provide tracking information when needed.
  • Answer calls through tactful, relevant, focused questions in an effort to resolve inquiries regarding order status.
  • Maintain primary focus on Customers by quickly and professionally responding to inquires and/or issues while building relationships based on trust and loyalty.
  • Maintain account specific special shipping instructions within the ERP system, and audit to ensure compliance.
  • Adhere to phone management guidelines, and record incoming phone inquiries with the established set of activity codes.
  • Evaluate customer requests for returns and obtain all relevant documentation needed to process return authorizations when appropriate.
  • Obtain customer requested documents such as MSDS, Tech Data Bulletins and various Certificates.
  • Work with pricing and sales managers regarding pricing discrepancies, and processing account credit adjustments to correct pricing issues.
  • Work with warehouse to process rush orders and obtain freight quotes when appropriate.
  • Communicate with the credit department in regard to credit hold releases.
  • Communicate customer complaints to Consumer Affairs Department.
  
  
  
• 15% Collaborate with internal business partners.
  • Project product availability daily against open orders, identify potential shortfalls with Production Planning, and pursue mitigation of shorts, escalating issues as needed for resolution.
  • Proactively communicate any issues that remain with Customers, Sales, Marketing, etc. Interact with PDI freight carriers to resolve customer freight issues and discrepancies.
  • Resolve delivery exceptions with carriers and customers when needed.
  • Work with warehouse to process rush orders and obtain freight quotes when appropriate.
  • Communicate with the credit department in regard to credit hold releases.
  • Communicate customer complaints to Consumer Affairs Department.
  • Work with IT to communicate any EDI concerns.
  
  
  
• 5% Continuous Improvement.
  • In an effort to strive for continuous improvement, attend and participate in training sessions with sales, marketing, and various other departments to stay abreast of new products and/or company policy changes or offerings.
  
  
  
  
  
• Perform other duties and special projects as assigned.

PERFORMANCE MEASUREMENTS

• Accuracy in order processing from point of order receipt to customer delivery.
• Update and maintain customer notes in our customer management system.
• Associate must interface with internal business partners to obtain needed information for customer communications. Customers are to receive accurate, timely information.
• Associates to attend all training sessions.

QUALIFICATIONS

EDUCATION/CERTIFICATION:

• High school diploma required.
• Associates Degree or Bachelor's Degree preferred.

REQUIRED KNOWLEDGE:

• Knowledgeable in Microsoft Office Suite with a concentration in Excel. Working knowledge of Inventory Management Systems.

EXPERIENCE REQUIRED:

• 3 or more years' experience in Customer Service or Sales Administration position.

SKILLS/ABILITIES:

• Ability to multitask and organize workload efficiently. Must have excellent follow-up skills, be customer focused and Company focused.

WORKING CONDITIONS

• No hazardous or significantly unpleasant conditions.