Representative, Customer Service

Job Title : Representative (Customer Service)

Location : Newport News, VA

Duration : - 12+ Months

The Customer Service Representative will provide customer services relating to sales, sales promotions, installations and communications. In this role, you will ensure that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. Additionally, you will be responsible for developing organization-wide initiatives to proactively inform and educate customers as well as develop improvement plans in response to customer surveys. Additional responsibilities may require you to :

Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships.

Support Sales Department by providing answers to questions generated by telephone, e-mails and fax; research responses with sales.

Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Determine charges for product requests / usage, collaborate with Accounts Receivable on invoice disputes / discrepancies; take appropriate action required to resolve dispute.

Prepare product or service reports by collecting and analyzing customer information.

Maintain customer pricing in systems of record, including entering contracts as required.

Implement and support Quality initiatives throughout Customer Service workflow.

Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.

Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.

This position requires knowledge that is acquired through experience, specialized education or training. The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making. The job requires a basic understanding of work routines and procedures in own discipline. The technical procedures for this level are well defined. The job works within well-defined procedures that may involve a variety of work routines. This job typically requires a minimum of 2 or more years experience.

• Validate surgery product usage

Check and validate accuracy of incoming surgery product usage cases

Support Sales Reps in case of product usage discrepancies

Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process

Follow up with hospital about purchase orders and clarify discrepancies

Build relationships with Sales Reps and support requested product / case info

Determine when Rep support requires escalation based on complexity of request and priority level of need

Be the customer-facing voice and develop creative solutions to customer issues

Provide proactive updates on order status to accelerate billing process

Ensure that hospital-requested products are on track for delivery and communicate back orders to Sales Reps and Hospitals.

Determine when hospital request requires escalation, based on complexity of request or high priority need

Solve customer complaints and document them in the CRM system

Maintains direct contact with customers before and / or after the sale.