Customer Service Representative
Beaver-Visitec International - Waltham, MA

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The Customer Service Rep will answer incoming calls from the customer service queue in a timely manner and to provide the highest level of customer satisfaction possible to both internal and external customers. The CSR will be capable of processing RMAs in an expeditious and accurate manner, and will process customer orders (phone, fax and mail), special orders, drop ship orders and customer changes according to established department policies and procedures in a timely and accurate fashion.

The CSR will use an ERP system to provide prompt and efficient information to customers, call customers when necessary, and guide customers to other internal resources as necessary. Document and resolve customer problems, complaints and issues promptly in a positive, win-win manner that will retain and promote customer loyalty in accordance with company processes. Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems. The CSR will take initiative and personal ownership for meeting established individual and team metrics, and will meet or exceed monitoring standards on phones.

Requirements: Bachelor’s degree, or equivalent experience is required (2+ years of proven customer service experience). Knowledge of customer service standards, procedures, principles and practices is desirable. Demonstrated commitment to provide superior customer service must be evident. Excellent PC/system skills, and be computer literate with the ability to learn software programs like Microsoft Office (Excel, Word, PowerPoint), Outlook and other databases (ERP Systems, ACT). The CSR should possess strong data entry skills including accuracy, efficiency, and attention to detail, plus effective communication skills, both verbal and written, and comfortable interacting with customers and internal partners in a professional manner via the phone. Previous knowledge of the Ophthalmic or Medical Device industry is a plus.