Customer Service Administrator II

Posted 10 days ago

infotree global solutionsLake Forest (IL)

Customer Service Representatives Telemarketing Bureaus and Other Contact Centers

SENIORITY

Mid

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About the role

Customer Service Administrator

Position Summary: Responsible for responding to customer inquiries and complaints. Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking.

Duties & Responsibilities:

Provide a solution for all callers- if answer is not known- will need to research and follow upLog customer data for return processing
Answer and log customer phone calls
Maintain pleasant & positive phone voice and attitude
Process customer orders
Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
Process change requests
Provide accurate sales rep information to customers upon request
Create incidents, tasks, and inquires within Service
Cloud where applicable and respond to those inquiry types assigned to the team.
Review orders for product availability
Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions availability, shipping dates and back order resolution
Coordinate with the shipping companies regarding order status and P.O.D'sExpedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
Ensure phones are covered at all times during normal working hours
Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
Other miscellaneous duties or special projects as assigned
Knowledge, Skills & Qualifications:
Excellent verbal and written communication skills in both English and Spanish
Basic excel skills
Ability to come up with creative solutions for customers internal and external with little to no help from a supervisor
Ability to communicate clearly and effectively- in a positive manner
Ability to manage tasks in a high pressure environment
Ability to multi-task in a faced-paced environment
Knowledge of the manufacturing, sales and distribution processes

Education and Experience: High School diploma required; college degree preferredERP experience a plus, computer skills required, working knowledge of MS Office Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry

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