Customer Care Representative - Artech LLC

Position title: Customer Service Rep

Join our newly established Customer Care team, where processes are still being defined and documented. We are looking for self-driven individuals with a sense of urgency to handle order and inquiry requests submitted via phone or email. Success in this role requires the ability to thrive in a fast-paced environment and proactively seek help when needed.

This position also plays an important role in supporting business initiatives by ensuring our ability to supply to customers timely information and feedback. The person manages the transactional customer experience from order management (order entry, order status communication, and invoicing) to directing calls for assistance in Service and Repair, Quality, or other areas of need. The individual will ensure a consistent high standard in meeting customers' and Commercial teams' needs.

• Requires advanced practical knowledge within a specific discipline typically gained through extensive work experience and/or education.

• Requires minimum of 6 years of relevant experience.

Nice to have:

• Strong verbal and written communications skills

• Strong ability to think analytically while being efficient in executing tasks tactically.

• Med device or Pharma experience is preferred

• Thrive in a fast-paced work environment

• Able to prioritize in a constantly changing environment

• Proficient in Client Office applications (Excel, Access, Word).

• Ability to learn and retain product, process and policy information

• Experience with SAP S4/Hana Fiori application and Salesforce Service Cloud

• Demonstrated ability to work effectively with cross-functional partners.

Responsibilities:

• Represents company to external and internal customers, answers order-related questions, tracks shipments, interprets and clarifies customer orders, takes and enters orders into the ERP, and when necessary may connect customers to appropriate support or field staff.

• Answers incoming calls

• Manage EDI orders, correct any data as needed and ensure transactions flow seamlessly

• Process customer credits, returns, and follows policies and guidelines for approvals

• Properly documents product complaints, service request and inquiries generated by customers or Sales team

• Possesses basic understanding and knowledge of products supported and service lines

• Direct complex technical issues to appropriate personnel (Service Technicians, Field Service Representatives, or another proper person/department)

• Issues Return Material Authorization (RMA) to return reported serialized product for service and/or exchanges and performs follow up on open RMA.

• Process billing documents as necessary and resolve disputes when raised through credit and collections.

• Contribute to the update and maintenance or work instructions and procedures, as required

• Work closely with team members and other departments to ensure seamless customer experiences.

• Identify and escalate issues as necessary to ensure timely resolution.

• Quickly adapt to new processes and changes within the team and organization.