Job description
Job Summary
The position reports into the Customer Service Team Lead or Manager. This position acts as primary contact for order fulfillment, customer product inquiries, credits/debits, returns and satisfaction issues. Responsible for processing phone, fax and email orders, manage order exceptions, perform order tracking and root cause diagnostics of service failures. Investigate problems related to shipment of products, returns, credits and new orders. Expert in understanding business process as it relates to customer order processing and SAP applications.
- Upon completion of training, this is a hybrid position with 1-2 days per week on-site in Lake Zurich and the other days remote, if desired.
Responsibilities
- Process orders from customers via phone, e-mail and fax.
- Manage customer orders (open order report, order confirmation, queries, and delivery investigations), escalations, inquiries & disputes.
- Resolve complex customer questions, complaints and requests (order tracking, availability checks, late delivery notifications, back-order notifications, and resolve problems related to shipment of products, returns, credits, and new orders).
- Process credits, debits and returns.
- Build loyal relationships with customers by understanding and supporting their needs, following through with your commitments, and providing high quality customer service.
- Close cooperation with the Sales team and Warehouse Operations to ensure smooth delivery of products to the customers.
- Meet department Key Performance Indicators and metrics (order accuracy, on-time order placement, customer satisfaction score, etc.)
- Actively participate in the Medical Device Customer Experience program.
- Participate in ongoing product and business training.
Job Requirements
- High School diploma/GED required.
- 1+ years of customer facing experience.
- SAP experience is preferred.
- SharePoint experience is a plus.
- Excellent customer service, communication (verbal & written) and problem resolution skills.
- Demonstrated capability to establish rapport with customers while maintaining a commitment to customer satisfaction.
- Ability to ask the right questions and lead conversations, including probing and listening.
Additional Information
We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company match, and wellness program.
Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.
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