Position Details
Customer Service Iii Apply
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. This Client's mission is to discover and deliver innovation medicines and solutions that address complex health issues and enhance people's lives.
Position: Customer Service III
Location: Florham Park, NJ/Waukegan/IL
Duration: 24 Months
Job Type: Contract
Work Type: Onsite
Job Description:
Purpose:
- Exceptional customer service is expected by performing all functions and initiatives to support the daily business needs of the department.
- Representative may work with wholesalers, hospitals, Direct to physician, and serialized product costumers.
- Objectives are: processing EDI, phone, mail, or fax orders; direct communication with multiple stakeholders, sales force, other internal departments; follow complete customer inquiries or complaint activities through to resolution.
- Interact with warehouse and transportation teams to resolve inquiries concerning shipping discrepancies.
Responsibilities:
- Understand and create working relationships with other internal disciplines such as receivables, pricing, marketing, returned goods, warehousing, planning, transportation, and others.
- Establish and maintain documentation and incorporate new procedures into existing job aids, tools, etc.
- Oversee and administer the monitoring and updating of the customer support content of the online resource manual for the team.
- Communicate updates to key business partners to ensure compliance and adhere to the client policies and procedures.
- Demonstrate expertise and serve as the subject matter expert during compliance audits relevant to business segments by providing and interpreting business data.
- Maintains professional and technical knowledge by completing training requirements and offsite visitation to meet relevant stakeholders.
- Maintains open communication with management regarding audit findings and proposes plan of action for resolution.
- Complete all required training to be able to function in various aspects of position.
- Complete continuing education as instructed including seminars and annual procedure reviews.
- Serve as the customer's advocate and liaison to quickly and fairly resolve service problems for customers.
- Understand and create working relationships with other internal disciplines such as receivables, pricing, marketing, returned goods, warehousing, planning, transportation and others.
- Work with customers and the client personnel to achieve mutually agreeable lead-times for product deliveries and schedule activities to consistently achieve those lead-times.
- Process and satisfactorily close customer Inquiries within designated time-frame
- Suggest opportunities/methods and procedures to improve operations, elevate service levels and reduce operational expense.
- Implement specific sales promotional strategies and programs as directed by sales management.
Qualifications
- List required and preferred qualifications (up to 10). Include education, skills and experience.
- High school diploma or GED equivalent required to ensure ability to read and understand training and job aids written in English and communicate with US based customers.
- Professional written and verbal communication skills to interact with, build, and maintain relationships with all levels of the organization.
- Initiative and innovative skills are required to identify and implement business process improvements.
- Excellent organization and follow up skills are critical to ensure timely distribution of product and communication across the supply chain.
- Ability to understand the implications of new information.
- Must possess critical and strategic thinking skills to draw conclusions which results in solutions to potential issues.
- Due to complexity of each customer, the ability to work independently is required.
- Minimum supervision required for direct execution of job; has authority, responsibility, and accountability, of the day-to-day execution of duties.
- Demonstrates the ability to solve problems and make decisions.
- Offers appropriate solutions based on the situation.
- Coordinate new product launch and product conversions.
- Self-driven to develop and implement projects and communicate progress as well as outcomes.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
