The position of Senior Customer Service Representative/Trainer is responsible for processing all orders efficiently, handling all questions professionally and providing support to Davol’s Field Sales Force. This individual is the first line of contact for Davol’s external customers and primary contact for internal customers. In addition, this role provides accurate and continuous training in both procedural matters and in the coordination of routinely scheduled training to provide a foundation and continuity of process and information for both current and new Customer Service personnel.
Summary of Position with General Responsibilities:
Functions as the primary internal contact for all Davol customers. As such, receives and answers all customer inquiries in a timely, courteous, and businesslike manner. This includes, but is not limited to, inquiries regarding the following: order status, product information, product availability, pricing, invoicing, shipping, in-depth product knowledge.
Receives and enters into the Corporate System all customer orders.
documentation relative to credits, return authorizations, and freight claims.
Functions as the primary contact for multiple Districts providing information about customers and any assistance required to provide a better level of service to those customers.
Initiates customer contact to resolve potential problems to assist the Sales Department via specific telemarketing efforts.
Responsible for maintaining a complete and up-to-date reference file pertaining to discontinued product, new product, line extensions, special promotions, cross references, deficit products, backordered product, limited market release and other relevant data necessary to perform the job.
Point of Contact for resolution of all Corporate Credit Issues.
Oversee the daily coverage within the CS Department.
The CS Representative/Trainer will also train current and new personnel within the department. This involves developing a training procedure, under the direction of the Customer Service Supervisor, to include all relevant instructions on the day-to-day activity for customer service. Assignments are made for each customer service representative to also train the new personnel based on this schedule. The trainer will then ensure all aspects are covered and correct any and all misunderstanding/misinterpretations and keeping the Customer Service Supervisor apprised.
Routine product training is required for the department in order to continue learning the intricacies of the product offerings. Identifying areas of concern and scheduling these sessions through the Sales and Marketing Departments.
As new systems are introduced into the department, the CS Representative/Trainer will be required to have in-depth knowledge so as to provide any necessary help to the department. This individual will be required to assist in the implementation of training for the department as directed by the Customer Service Manager and/or Supervisor.
Review current processes and make recommendations to the Manager or CS Supervisor on new approaches is also an expected part of this position.
Must be able to work all holidays mandated by C. R. Bard Corporate.
Mandatory coverage of telephones during company meetings.
College degree preferred but not required.
5 years of CS Experience with at least 2 years training experience.
Must have excellent phone skills.
Must possess knowledge of; Microsoft Office.
Must be knowledgeable working with spreadsheets.
Must possess order entry skills.
C. R. Bard - 2 years ago
C. R. Bard is no upstart in the world of medical devices. The company has been in the business for more than a century and introduced the...