Customer Service Representative - EMP
Sarnova - Cudahy, WI

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Sarnova, Inc. is a leading specialty provider of healthcare products across the emergency medical services and acute care continuum. It is comprised of three major business units: Bound Tree Medical, Tri-anim Health Services, Inc. and Emergency Medical Products, Inc. (EMP).Together, Sarnova offers more than 100,000 healthcare products to thousands of emergency care providers, hospitals and advanced patient-care facilities nationwide.Summary: The primary responsibilities of this position areto take in-bound calls from customers wishing to place orders for medicalsupplies or place outbound calls to follow up and provide status information tocustomers. The Customer Service Representative will process orders, answercustomer and account manager inquiries and resolve customer problems. Thisposition is responsible for processing orders and the paperwork necessary tosatisfy customer requirements.Essential Dutiesand Responsibilities: Process orders received by mail, telephone, e-mail, or fax; and provide written confirmations upon request. Follow up and provide status information to customers regarding order status and shipments as requested. Assist EMS and School Kids Health Care Customers with orders/inquiries. Review order for accuracy and make changes to existing orders. Research and resolve billing inquiries. Explain products and services and perform basic product research upon request. Prioritize and organize daily follow-ups to ensure timely resolution. Evaluate customer concerns and resolve problems to the customers satisfaction. Provide pricing and product availability. Route special orders through appropriate departments for approval. Assist in delivery process, monitor assigned ship dates, coordinate export shipping procedures, communicate any delays with customers, and obtain proofs of delivery. Determine and authorize credits, rebills, and product returns. Issue invoices for additional freight, changes, lost parts, credit incorrect pricing, etc.
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan.Qualifications: At least 5-7 years of experience in customer service including at least 2 years of call center experience. Strong computer skills. Basic understanding of MS Outlook, Word and Excel Experience working within a distribution company preferred.Skills/ExperienceRequired: Experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance. Able to successfully work in a changing environment. Strong interpersonal skills. Must be able to develop and maintain cooperative working relationships with customers and co-workers. Ability to accurately assess a situation and identify and resolve customer problems. Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image. Able to diffuse an upset customer and/or an intense situation. Must possess self-motivation and the initiative to exceed customer expectation. Superior communication skills, both written and verbal. Able to present information and solutions in a professional and courteous manner. Excellent attention to detail and accuracy. Able to organize and prioritizes tasks in order to handle call load and still finish other duties. Sarnovais an Equal Opportunity Employer. We offer a competitive salary, commensuratewith experience, along with a comprehensive benefits package, including 401(k)Plan.