Job Title: Customer Service Associate

Duration: 6+ months

Location Sunnyvale, CA 94043 (3 days Onsite)

Description

As part of the Customer Service Team, you will provide front-line support to our customer's concerns in a fast-paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions that align with our company and business objectives. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn.

Responsibilities

• Efficiently handle customers' inquiries such as purchase orders, product complaints, product returns, or exchanges.
• Professionally responds to emails, understands the customers' needs, and their environment to improve satisfaction at sales and service support levels.
• Accurately and timely process orders and requests in ERP and CRM databases.
• Understand processes and make recommendations to improve overall team efficiency.
• Provide high-standard customer support, including email requests from customers.
• Enter sales orders into SAP/Neptune, and verify that the terms and conditions of purchase orders are processed accordingly.
• Process and track all service requests in the CRM system.
• Log customers' complaints timely and accurately, report to the Regulatory as appropriate.
• Effectively follow up on and resolve sales order or service request issues with an appropriate level of supervision.
• Ensure accuracy of customer data within SAP and CRM, and ensure that contact information is kept up to date.
• Quickly become knowledgeable on policies, processes, and procedures, as well as knowledge of products and pricing models.
• Use best practices and support continuous process improvement.
  
  

Specific responsibilities and tasks an individual would be expected to perform in the role. Additional job duties may be determined by a functional people manager

Required Skills And Experience

• Very good oral and written communication
• Good interpersonal skills and ability to build effective professional relationships
• Fluent in English. Excellent knowledge of Spanish or French language is a bonus.
• Detail oriented
• Time management abilities
• Ability to manage customer interaction activity in a positive and appropriate manner
• Computer literate with MS Office product suite, ERP (SAP is a plus), Salesforce
• 1-2 years work experience or a minimum of 2 years post-graduate school degree
  
  

Preferred Skills and Experience:

• Associate degree in business administration or related field.
• Experience within the life science industry.
• History of order management in SAP or SFDC.
• Ability to run reports in SAP or SFDC and create pivot tables and charts.
• Understanding of customer success programs and metrics.
  
  

#TB_EN Job #: 25-29791