Customer Service Representative

The Customer Service Representative fulfills essential tasks related to delivering service to a client.

Customer Service Representative acts as first-line representatives and subject matter experts responsible for handling client inquiries to ensure satisfactory resolution to issues that may arise. He/she will handle escalated calls, process transactions, and support the sales team.

Representatives are responsible for order processing, order auditing, and communication and resolution of issues that may prevent orders from shipping. Under general supervision, processes customer requests related to orders in a timely, accurate and professional manner. Fosters the growth of a strong client base through creating positive interactions.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, and customer information.
• Receives and answers customer inquiries, including but not limited to: product orders, order status, lot/batch number research, product returns, product search, pricing and services offered.
• Partner with sales team and our clients to provide service in accordance with client service levels to complete order transactions, informational call follow up.
• Works with Finance to provide transactional information for monthly client billing
• Acts as point of contact for the team for transactional functions.
• Research inquiries in a professional and courteous manner and work with team members, to identify and resolve escalated customer concerns in a timely manner, potentially without direct Supervisor oversight.
• Effectively uses approved “talking points” when communicating corporate policy.
• Advises callers for level 1 support for escalated calls to internal/external customers avoiding litigious or compromising issues, providing information, education, and assurance to customers regarding products or services.
• Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision & values and all applicable laws.

Required Education and Experience

• High school diploma or equivalent; Bachelors degree strongly preferred
• Conduct work activities in compliance with all R&S Northeast, LLC internal requirements and with applicable regulatory requirements including compliance with ethics, environmental health and safety, financial, human resources and general business policies. All calls may be subject to monitoring, recording for quality assurance, coaching, training and development purposes.
• 3-5 years of Customer Service Related Experience Required.
• Experience working with Microsoft Office Suite.
• Excellent customer service skills while acting in a professional and courteous manner at all times.
• Pharmaceutical experience preferred but not required
• Strong work ethic

Supervisory Responsibility
This position has no direct reports

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Requires the ability to occasionally lift office products and supplies up to 20 pounds.

Position Type and Expected Hours of Work
This is a full-time position, and hours of work and days are generally Monday through Friday, during day shift hours.

Travel
No travel required

Benefits:

• Competitive Base Salary
• Performance-Based Incentive and Bonus Opportunities
• Comprehensive Health Benefits – Medical, Dental, Vision, Disability, and Ancillary products
• 401(k) Retirement Plan – With immediate vesting and a competitive company match
• Paid Time Off – Including vacation, parental leave and paid company holidays
• Employee Assistance Program (EAP) – Confidential support for employees and their families
• Professional Development Opportunities
• Employee Recognition and Service Award Programs
• Well-being and Work-Life Resources

#WeAreHealthDelivered

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

AvKare/R&S Northeast is an Equal Opportunity Employer and we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class. #INDHP1