Customer Care Call Center Representative

Customer Service Associate ~ Call Center

Location : Bridgewater, NJ

Type of Position : Short term with possible extension

Schedule : Hybrid / In office Tuesday, Wednesday & Thursday

Hours : 8 : 00am - 5 : 00pm Monday through Friday

Pay : $25.00 per hour

Start Date : Immediate

This role is responsible for supporting sales and distribution activities by providing superior customer service. The position will serve as the primary point of contact for internal and external inquiries pertaining to dental care products and orders. The Customer Service Associate will manage all product orders, customer information requests along with order issues, and supporting field sales and regional and corporate managers. The Customer Service Associate is focused on enhancing customer experience for all customers through consistent follow-up, communication, high attention to detail, and professional demeanor. Must be well-versed in products and policies and interact routinely with the distribution center to support accurate, timely shipment of customer orders.

Responsibilities

• Customer Order Management
• Primary point of contact for internal and external customers (dental offices and reps)
• Respond to and resolve standard customer inquiries and requests received via telephone or email, in a timely and efficient manner, including but not limited to :
• Billing and Invoice requests (any pricing discrepancies)
• Product and shipment information and / or complaints
• Government, corporate orders
• Marketing materials
• Responsible for escalating inquiries and issues, logging all customer communication in CRM tool
• Manage order processing via email, phone, and electronic system with accuracy for customers and field sales
• Work with cross-functional teams, Finance, Sales, Marketing, IT
• Work closely with Customer Service management to ensure smooth transition of order process, product launches and customer satisfaction
• Compliance
• Understand and follow all company policies
• Assure all transactions are in compliance with terms, policies, and approval levels
• Exercises sound judgment and discretion in routine decision to ensure accuracy and satisfaction
• Works with departments to resolve disputes or issues
• Accurately documents all account interactions and adjustments for internal and external audits
• Meet minimum acceptable metrics for schedule adherence, call handling, order entry and status, and others as determined by management

Required Knowledge, Skills & Abilities

Understanding of customer service operations

Excellent verbal and written communication skills

Proficiency with Microsoft office : Outlook, Word, Excel

Data entry and analysis skills

Must demonstrate ability to identify, analyze and solve problems

Must demonstrate ability to manage multiple projects and work volume within time constraints

Must be self-motivated and approach tasks with a positive, proactive attitude

Ability to work independently while values and desires to contribute to dedicated teamwork

Ability to maintain accuracy, consistency and quality in fast-paced environment

Must have eagerness and capacity to learn

Dependable and consistent attendance

Required Education / Experience

High school diploma

4 years' customer service experience

Preferred Education / Experience

Associate's or bachelor's degree in Business, Finance or Accounting preferred

5 years' customer service experience in a strong technical environment

Knowledge of JDE, SF a plus - or other order management system