B2B Customer Service Representative

Job Description

Customer Service Rep, B2B

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Charlottesville, VA 22911

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SUMMARY:

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• Is responsible for proactive and reactive activities about domestic orders, repairs and credit returns, establishing new accounts, and responding to a wide range of inquiries from both customers and sales representatives
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ESSENTIAL DUTIES & RESPONSIBILITIES:

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• Participates and makes recommendations regarding departmental quarterly plans and performs all essential duties and responsibilities within the company's mission, vision and values
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• Enters and follows up on customer orders, and demo/sample/label requests from sales force to ensure expedient delivery
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• Handles all service requests, providing loaners as needed
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• Assists customers and sales representatives with returns for credit of MicroAire product
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• Is responsible for researching applicable information and entering data to properly establish new customer accounts
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• Educates customers and sales force on proper cleaning and sterilization techniques of MicroAire instrumentation and disposables, as well as pertinent information regarding installation and usage
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• Cross references competitive products to similar MicroAire equipment or disposables
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• Handles various inquiries including (but not limited to) pricing, GPO affiliation, package tracking, product material content, Medicare/Medicaid reimbursement, and financing options
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• Processes insurance certificate requests
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• Processes sales leads based on market group and customer location
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• Assists Accounts Receivable group in researching unpaid or short paid invoices
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• Establishes access to the proprietary section of the MicroAire web site, and trains customer and sales representatives in navigating the site
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• Performs any other tasks as needed or assigned
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EDUCATION & EXPERIENCE:

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• At least 2+ years of experience communicating with commercial customers in a professional setting.
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JOB KNOWLEDGE, SKILLS & ABILITIES:

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• Good customer service skills
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• Proficient in MS Excel, Word and Outlook
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• Ability to multi-task while staying focused under pressure
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• Must be detail-oriented, possess strong organizational skills and maintain a low error rating
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• Requires excellent written communication skills
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• Must have the ability to handle difficult situations while maintaining or exceeding customer expectations
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We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

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req26-00595