Customer Service Representative 100% (6 months limited)

Job Description

• Maintain solid customer relationships by handling questions and complaints with speed and professionalism.
• Process customer orders
• Active collaboration with product specialists by assisting and advising on product alternatives where suitable and applicable
• Maintain contact with other departments to ensure customer requirements are fulfilled
• Provide accurate, valid, and relevant information on delivery times and stock situation to customers
• Manage backorders by collaborating with internal departments to ensure customers receive lenses in a timely manner
• Process invoices and credit orders for customers, process and oversee the management of products that are returned (RMA and RGA)
• Provide Certificates of Origin and other required documentation (export or otherwise) to customers
• Ensure audit compliance by reviewing, filing and managing all documents
• Ensure export documents are received and archived
• When necessary, act as support to the Customer Data Steward team by creating and maintaining customer accounts and ensuring prices are controlled
• When necessary, act as support to the Customer Data Steward team by creating and maintaining doctor accounts and ensuring the doctors are linked to the correct account and products
• Follow communication procedures, guidelines, and policies
• Invoice marketing materials and cross charge to internal cost centers as required
• Train new hires on Customer Service processes
• Active review of daily work to streamline and improve processes
• Participate in Customer Service projects as required
• Assist with answering and forwarding incoming phone calls, upon the Supervisor’s request