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Terumo Medical Corporation · 1 day ago

Customer Care Representative II

Somerset, NJ

Full-time

Onsite

Entry Level

$51K/yr - $68K/yr

1+ years exp

Terumo Medical Corporation is dedicated to providing the best customer experience and is seeking a Customer Care Representative II (CCRII) to manage customer requests related to product orders and inquiries. The role involves working in a high-volume call center, focusing on customer satisfaction and process improvement.

HardwareHealth CareHealth DiagnosticsIndustrial ManufacturingManufacturingMedicalMedical Device

Responsibilities

Partner with the field and inside sales teams to meet and exceed all service expectations by guiding, instructing and training how to manage customer issues to resolution

Participate in project team meetings to provide ideas, methods, or changes to processes to improve customer satisfaction and overall efficiencies

Manage sales orders received by phone, fax, email, and electronic data interchange (EDI)

Evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

Recognize a customer complaint and forwards it to the appropriate personnel based on TMC’s Quality Policies and Procedures

Address and resolve customer service inquiries by identifying the issue, determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution

Complete the field-based inventory order processing

Verify customer pricing and special process instructions for handling

Process Return Goods Authorizations (RMA) promptly to ensure customer satisfaction

Research and review warehouse shipping discrepancies with customers/sales and advise steps that will be taken to resolve the problem

Work with the Accounts Receivable Team for timely resolution of order discrepancies

Release standing orders in accordance with pre-determined shipping dates

Gain product knowledge by utilizing the Knowledge Tree application

Perform other job-related duties as assigned

Qualification

Customer serviceMicrosoft ExcelMicrosoft WordMicrosoft PowerPointMicrosoft OutlookAnalytical skillsInterpersonal skillsCommunication skillsOrganizational skillsAttention to detail

Required

Bachelor's Degree required, with a minimum of 1 year of experience in a customer-facing or service environment role; or equivalent combination of experience, education and training

Exceptional customer service and listening skills

Excellent interpersonal, written, and verbal communication skills

Good organizational skills and the ability to work effectively as part of a team in a busy customer-driven environment

Attention to detail

Must be proficient in Microsoft Excel, Word, PowerPoint, and Outlook