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Customer Service
Waukegan, IL
Job Description
Job title: Customer Service Specialist
Duration: 12 months
Location: Waukegan, IL 60085, USA
Work Schedule: Full Time - 40 hours per week; Hours will be 8:30 to 5 pm (CST) with an hour lunch, 2 days' work at home, and 3 days in the office after training is completed. Training will be fully onsite for 3-4 weeks.
Description:
Purpose:
* Exceptional customer service is expected by performing all functions and initiatives to support the daily business needs of the department.
* Representative may work with wholesalers, hospitals, Direct to physician, and serialized product costumers.
* Objectives are: Kana system, triage customer inquiries or complaint activities through to resolution, direct communication with multiple stakeholders, other internal departments; Interact warehouse and transportation
Responsibilities:
* Understand and create working relationships with other internal disciplines such as marketing, returned goods, planning, CS operations, training team and others.
* Complete all required training to be able to function in various aspects of position. Complete continuing education as instructed including seminars and annual procedure reviews.
* Serve as the customer's advocate and liaison to quickly and fairly resolve service problems for customers.
* Work with customers and company's personnel to achieve mutually agreeable SLA's.
* Process and satisfactorily close Kana Inquiries within designated time-frame.
* Suggest opportunities/methods and procedures to improve operations, elevate service levels and reduce operational expense.
* Process Data Stewardship Platform (DSP) Create, Maintain customer accounts, License verification using MedPro, completion of Credit Applications.
Qualifications
List required and preferred qualifications (up to 10). Include education, skills and experience.
* High school diploma or GED equivalent required to ensure ability to read and understand training and job aids written in English and communicate with US based customers.
* Professional written and verbal communication skills to interact with, build, and maintain relationships with all levels of the organization.
* Initiative and innovative skills are required to identify and implement business process improvements.
* Excellent organization and follow up skills are critical.
* Ability to understand the implications of new information. Must possess critical and strategic thinking skills to draw conclusions which results in solutions to potential issues.
* Ability to work independently. Minimum supervision required.
* Due to complexity of each customer, the ability to work independently is required. Minimum supervision required for direct execution of job; has authority, responsibility, and accountability, of the day-to-day execution of duties. Demonstrates the ability to solve problems and make decisions. Offers appropriate solutions based on the situation.
INTAKE CALL NOTES:
Years of experience/education and/or certifications required:
* High School diploma or GED equivalent
* 2+ years customer service experience
What are the top 3-5 skills requirements should this person have?
* SAP S4 Customer Master Data
* Excel experience -intermediate
* Good verbal and written skills
* Problem solving skills
* Interpersonal/Collaborate skills.
What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?
* Pharma Industry Experience Customer Service
SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
Duration: 12 months
Location: Waukegan, IL 60085, USA
Work Schedule: Full Time - 40 hours per week; Hours will be 8:30 to 5 pm (CST) with an hour lunch, 2 days' work at home, and 3 days in the office after training is completed. Training will be fully onsite for 3-4 weeks.
Description:
Purpose:
* Exceptional customer service is expected by performing all functions and initiatives to support the daily business needs of the department.
* Representative may work with wholesalers, hospitals, Direct to physician, and serialized product costumers.
* Objectives are: Kana system, triage customer inquiries or complaint activities through to resolution, direct communication with multiple stakeholders, other internal departments; Interact warehouse and transportation
Responsibilities:
* Understand and create working relationships with other internal disciplines such as marketing, returned goods, planning, CS operations, training team and others.
* Complete all required training to be able to function in various aspects of position. Complete continuing education as instructed including seminars and annual procedure reviews.
* Serve as the customer's advocate and liaison to quickly and fairly resolve service problems for customers.
* Work with customers and company's personnel to achieve mutually agreeable SLA's.
* Process and satisfactorily close Kana Inquiries within designated time-frame.
* Suggest opportunities/methods and procedures to improve operations, elevate service levels and reduce operational expense.
* Process Data Stewardship Platform (DSP) Create, Maintain customer accounts, License verification using MedPro, completion of Credit Applications.
Qualifications
List required and preferred qualifications (up to 10). Include education, skills and experience.
* High school diploma or GED equivalent required to ensure ability to read and understand training and job aids written in English and communicate with US based customers.
* Professional written and verbal communication skills to interact with, build, and maintain relationships with all levels of the organization.
* Initiative and innovative skills are required to identify and implement business process improvements.
* Excellent organization and follow up skills are critical.
* Ability to understand the implications of new information. Must possess critical and strategic thinking skills to draw conclusions which results in solutions to potential issues.
* Ability to work independently. Minimum supervision required.
* Due to complexity of each customer, the ability to work independently is required. Minimum supervision required for direct execution of job; has authority, responsibility, and accountability, of the day-to-day execution of duties. Demonstrates the ability to solve problems and make decisions. Offers appropriate solutions based on the situation.
INTAKE CALL NOTES:
Years of experience/education and/or certifications required:
* High School diploma or GED equivalent
* 2+ years customer service experience
What are the top 3-5 skills requirements should this person have?
* SAP S4 Customer Master Data
* Excel experience -intermediate
* Good verbal and written skills
* Problem solving skills
* Interpersonal/Collaborate skills.
What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?
* Pharma Industry Experience Customer Service
SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at nahr@spectraforce.com if you require reasonable accommodation.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2+ years
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