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Customer Service Representative

Company: Epredia
Location: Kalamazoo
Posted on: May 4, 2021

Job Description:

At Epredia, we improve lives by enabling better cancer diagnostics. We are a team of talented individuals with diverse backgrounds and expertise, working together to develop precision diagnostic solutions for our customers. We are a fast growing global company that drives innovation in diagnostics to create better outcomes for patients. Joining Epredia is much more than a job- it is an opportunity to be part of something with a purpose. Find out how you can improve lives while advancing your career. + Respond to incoming customer communication, following through to completion and always demonstrating effective communication throughout the order /pick/pack /ship process. Insures quality customer care is implemented consistently throughout this process. + Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies a course of action with a goal of first call resolution within established turnaround times. + Gathers and disseminates information and pursues a course of action for timely resolution. Investigates by contacting other AP departments, supervisors, sales, suppliers, business and channel partners and/or freight carriers. Utilizes needed systems to locate required information. + Analyzes and resolves customer concerns using established procedures. Examines pertinent information to determine validity of customer complaint and to determine responsibility for errors and resolution, throughout the order /pick/pack /ship process + Assist and support Sales teams and Distributors as required, throughout the order /pick/pack /ship process + Investigates overdue and damaged shipments or shortages in shipments already received, and creates preventative processes within the order/pick/pack/ship process + Record and follow up on customer orders, including the tracking of orders, ensuring complete customer satisfaction. + Responsible for product knowledge, keeping informed of current merchandise. + Keeps informed of current Customer Care operating policies and procedures. + Takes initiative to contact and follow up with customers regarding past orders and/or to offer suggestive up-selling and other promotional programs. + Maintain accurate, organized customer files, including documentation of important verbal discussions, issues and customer requests, throughout the order /pick/pack /ship process + Manage inventory accurately throughout the entire order /pick/pack /ship process + If required by location, pack and ship customer orders accurately, and with attention to detail + Other duties as assigned. Minimum Requirements/Qualifications + Proficiency in all areas of essential functions outlined above. + Minimum 2 years experience in a Contact Center- Distribution environment. + High School Education required; College degree preferred. + Proficient with MS Office, MS Outlook, office equipment, mainframe and shipping systems. + Strong interpersonal and organizational skills. + Strong decision-making and problem solving skills. + Ability to work with minimum supervision. + Ability to work flexible schedule. + The individual should be self-motivated, stress and pressure resistant, as well as a quick learner and obtain the ability to develop and maintain constructive working relationships within and outside of the Company. + Ability to set priorities and make decisions in a dynamic work environment. + Detail-oriented, and highly accurate, with excellent follow-up skills. + Excellent problem solving skills. + Must be able to sit for extended periods as required + Must be able to lift up to 40 lbs + Must be able to work in a refrigerated warehouse for prolonged periods, if required by location Non-Negotiable Hiring Criteria Customer Focus + Treats customers with courtesy and sensitivity + Builds positive rapport + Makes extra effort to satisfy customer needs + Meets commitments to customers, both internal and external Product Knowledge + Displays knowledge of products + Explains product features and benefits + Matches products and services to customer needs + Understands how products can solve customer problems Verbal skills and Written Communication + Makes a positive first impression + Communicates in a courteous manner + Provides First Contact resolution for internal and external customers + Provides role model customer service Handling Difficult Tasks and Contacts + Demonstrates patience and willingness to help + Expresses empathy for situation + Remains calm in demanding situations + Defuses negative emotions Schedule Adherence + Begins work on time + Keeps absences within guidelines + Returns on time from breaks and meals + Displays flexibility regarding scheduling Interpersonal Skills + Establishes effective relationships + Displays positive outlook and pleasant manner + Contributes to building team spirit + Gives and welcomes feedback Job Motivation + Maintains a high level of interest and enthusiasm for job responsibilities. + Assumes ownership for getting the job done. + Enthusiastic about taking on new and challenging projects. + Goal oriented; concerned with achievement & doing better. #LI-LVI YOUR APPLICATION: Epredia offers a wide variety of competitive compensation and benefits programs. If you meet the requirements of this unique opportunity, and are driven by innovation and the desire to improve the lives of our patients, we encourage you to apply now. Job postings will remain open for a minimum of five business days and are subject to immediate closure thereafter without additional notice. TO ALL RECRUITMENT AGENCIES: Epredia does not accept unsolicited third party resumes. Epredia is an Equal Opportunity Employer including Disability/Protected Veterans (ol.gov/ofccp/regs/compliance/posters/ofccpost.htm) . If you are interested in applying for employment with Epredia and need special assistance or an accommodation to use our website, please contact us at () At Epredia, we improve lives by enabling better cancer diagnostics. We are a team of talented individuals with diverse backgrounds and expertise, working together to develop precision diagnostic solutions for our customers. We are a fast growing global company that drives innovation in diagnostics to create better outcomes for patients. Joining Epredia is much more than a job- it is an opportunity to be part of something with a purpose. Find out how you can improve lives while advancing your career.

Keywords: Epredia, Kalamazoo , Customer Service Representative, Sales , Kalamazoo, Michigan

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