Customer Service Associate

Customer Service Associate

Remote role Work Schedule: FT = M-F 9am EST - 5pm EST The Customer Service Associate is the face of Vitaflo to a significant number of customers and will need to project a professional company image through excellent verbal and written interactions. The position will maintain a hands-on role to execute general customer service activities and communicate with a wide variety of customers (providers, distributors, patients) in the US and Canada to facilitate their information and ordering needs. This position receives all incoming sales orders, as well as managing inquiries, customer complaints and invoice questions. In addition, the Customer Service Associate will actively participate in projects focused on operational efficiencies and cost to improve the customer service experience.

Main Responsibilities:

• Becoming established as the primary point of contact between the Vitaflo North America customer service group and all third-party customer service groups within the Order to Delivery process to drive efficiencies and resolve any delays and/or discrepancies
• Processing sales orders accurately and communicating with customers as needed to expedite the Order to Delivery process
• Managing card payment processing within pre-established time frames
• Communicating product pricing, ordering information, return goods policy and tracking details, as needed
• Following up on customer inquiries not immediately resolved, including tracking shipment proof of delivery
• Liaising with both warehousing and transportation third-party providers regarding order status
• Setting up and maintaining master data for new and existing customers
• Understanding and be trained as back-up on the product sampling process
• Establishing documented processes within the customer service group for consistent and sustained execution of tasks

Skills and Experiences:

• Excellent verbal and written communication skills
• Strong attention to detail
• Ability to multi-task and prioritize
• Knowledge on the value of each customer and ability to listen to customers
• Demonstrated ability to capture, understand, manage and resolve questions and issues
• Problem solving skills
• Experience with Order Entry software
• Experience with Microsoft Office including Excel, Word and PowerPoint
• Strong organizational and time management skills
• Flexibility and ability to work cross-functionally on multidisciplinary teams
• Bilingual skills (English/Spanish/French Canadian) are desirable
• Ability to work independently and as a member of a team

About Us:

At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.