Customer Service Representative (Contract)
Location
Mississauga, ON | Canada
Job description
SUMMARY OF POSITION
The Customer Service Representative (“CSR”) position is a position which acts as ambassador and first voice of KARL STORZ to serve the customers. The CSR ensures timely and accurate information is provided to customers in response to queries on products and services. The role is also responsible for reviewing and processing both standard and repair orders. Documenting and resolving product complaints and service issues form part the accountabilities. Key behavioral characteristics include the ability to multi-task, being proactive, service minded and meeting the established timelines.
RESPONSIBILITIES
- Processing customer orders in a timely manner and in accordance with company policies.
- Respond to customer inquiries and investigate issues regarding product, pricing, service and delivery in a timely manner. Follow-up with customers on all on-going issues in order to maintain a Diamond Standard of service that matches our products.
- Organize workflow to meet customer expectations.
- Update Service and Repair orders, from preparing estimates through to invoicing.
- Maintain accurate customer records by updating account information in SAP, CRM and customer files.
- Enter or create and forward quotations to management for approval as required.
- Adhere to company policies and procedures at all times.
- Communicating and coordinating with other departments as required.
- Log complaints within the Complaint Handling System in accordance with company policies and procedures.
- Provide supporting documentation to Accounts Receivable for overdue invoices.
- Run daily reports on blocked orders, repairs, backorders, outstanding trades, billing blocks, etc.
- Remain current on new product lines, product changes and promotions.
- Follow-up with customers on overdue competitive trade-ins and KARL STORZ trades that have not been returned in a timely manner.
- SAP testing as needed.
- Participate in special projects and initiatives such as internal audit, process improvement, as appropriate.
- Promptly escalate sensitive customer issues or complaints to Customer Service Supervisor.
KNOWLEDGE, SKILLS, ABILITIES & QUALIFICATIONS:
- Post-secondary education is preferred, although Secondary School graduates will be considered.
- A minimum of three (3) years of customer service experience
- Proficiency in Microsoft Word, Outlook and Excel.
- Familiarity with accounting software package (SAP experience preferred).
- Strong analytical and problem-solving skills.
- Ability to resolve complaints and deal pragmatically with challenging customers.
- Excellent organizational skills, ability to multi-task with a high level of attention to detail and accuracy.
- Flexibility to work overtime to meet business needs.
- Knowledge of medical terminology is preferred.
- Service oriented – understands the value of the customer and works to fulfill the company’s commitment to service.
- Must be able to communicate and interface in a proactive and service minded manner with internal and external customers.
- Understands the value of teamwork learns and lives by the company’s values.
Requirements:
Job tags
Salary
