The primary responsibility of this position is to provide quality service to our customers and process their orders in an accurate and timely manner while balancing part of each day assisting co-workers. A Lead will handle escalated customer problems and coach team members on problem resolution. A Lead will communicate regularly with team members to make certain they understand new procedures. This employee must have thorough knowledge of customer service procedures and have mastered all of the duties as well as be proficient in the following areas:
Responsible for promoting positive customer relations with customers and co-workers by using good interpersonal communication and comprehension skills.
Demonstrate a working knowledge of the Finesse database menus to process customer orders and research accounting inquiries. (Must also be able to process the preceding requests manually using the appropriate forms.)
Ability to review all orders in the Finesse order entry module and submit requests for resolutions to the Supervisor whenever necessary.
Ability to process literature orders per customer requests.
Ability to process return requests proficiently and explain guidelines accurately to customers
Responsible for updating address changes or other customer information in Finesse.
Continue to develop customer service skills by attending all staff meetings.
Share collateral department assignments as directed by the Director of Customer Service.
Investigate and trace delayed shipments.
Assist the Metagenics outside sales rep with the management and service of their accounts.
Coordinate initial training of all new customer service reps as well as assist them with procedures and customer issues.
Lead a team of 4-6 representatives with quarterly monitoring for quality control and assist with performance reviews.
Handle escalated problems with customers.
Update Customer Service work instructions.
Process credit memos accurately and within company guidelines.
Demonstrate a strong team work ethic.
Train in Meta e-Health procedures and assist customers as needed.
Demonstrated independence in resolving customer problems and questions.
Proven ability to handle higher volume of calls with complete follow through.
Metagenics, Inc. is a life sciences company and leading developer and manufacturer of science-based nutraceuticals and medical foods sold to...