Customer Service Specialist

Kerma Medical Products, Inc. is a Veteran-Minority Owned Company (VOSB) located in Suffolk, Virginia with a direct sales division in Miramar, Florida. Founded by Joyce Kershaw-Reubel and Earl G. Reubel, Kerma began as a manufacturer in 1991 as a United States Government supplier and in 1994, Kerma expanded into the Commercial Medical Products industry (ie: hospitals). In 2007, Kerma developed the Direct Sales Division, which is responsible for non-stock requisition business and provides streamlined access to 75+ manufacturers, offering 100,000+ SKUs.

Kerma is one of the largest diversity manufacturer/supplier companies in the private sector.

The successful candidate will interact with business partners, customers, freight carriers, suppliers, and internal staff to ensure customers receive the best possible service and promote an environment that supports service excellence and sales.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Interact with customers to provide and process information in response to inquiries, concerns and requests of products, services, invoicing, and delivery of goods.
• Demonstrate strong knowledge of processes, procedures, and products for all business lines
• In-depth knowledge of all systems required to effectively research and perform job functions (internal and external)
• Process incoming orders (received electronically, fax, or email) within the required timelines, including expedited order requests; monitor audits and inventory reports to ensure compliance; secure revised orders when needed
• Process invoices within the required timelines
• Research order and invoice discrepancies and deductions for all business lines
• Monitor and document backorders, providing the customer with the appropriate feedback
• Manage return merchandise authorizations and related credits for the customer and business
• Knowledgeable of all price and product changes
• Process freight claims and payments
• Provide Proof of Delivery and/or pick lists to customers as needed
• Execute documentation requirements (reports, logs, system notes) for all transactions - orders, invoices, credits, returns, and related follow ups
• Maintain excellent working relationships with customers; provide timely, courteous, well researched responses to inquiries and complaints concerning orders, invoices, shipments, and inventory levels; follow up with customers/suppliers as required and/or promised
• Maintain excellent working relationships with internal staff/departments by providing timely, courteous, and well researched responses or feedback
• Monitor customer feedback regarding product quality and ensure appropriate documentation is provided to internal contacts
• Manage customer product inquiries and requests ensuring appropriate and timely responses
• Strategic partnership with Sales to foster sales growth and enhance the customer relationship
• Communicate with internal and external contacts appropriately and timely; escalate issues internally when needed
• Maintain, use, and create data reports for all business lines (daily, weekly, monthly)
• Provide back-up support for Receptionist as needed (calls, deliveries, visitors, etc.)
• Adhere to Kerma's policies and procedures and demonstrate commitment to Kerma's mission
• Other duties as assigned

MINIMUM QUALIFICATIONS:

Education and Experience:

• High School graduate with 6 years direct experience or a combination of education and experience acceptable. Associates of Arts, or Bachelors degree preferred;.

Knowledge/ Skills/ Abilities:

• Must have excellent communication, articulation, grammar, writing and comprehension skills in English (oral and written)
• Excellent time management skills; able to work in a fast paced, results driven environment; able to prioritize work load
• Must be proficient in basic math skills such as adding, subtracting, multiplying and dividing whole numbers and fractions; proficient with 10 key calculator
• Must have excellent organizational skills with ability to prioritize work assignments
• Must be able to type 45 words per minute
• Must be proficient in Microsoft Application, particularly EXCEL software and other comparable business software programs; comfortable learning new computer systems as needed
• Must have EDI experience
• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications
• Knowledge of administrative procedures
• Ability to work flexible and or extended hours as needed

Physical Requirements:

• Must be able to sit for extended periods of time; frequent walking; occasional stooping and lifting up to 10 pounds.

WORKING CONDITIONS:

• Professional office environment

Monday through Friday
8am to 5pm