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Rep 3, Customer Care

MWIDM Inc.

Rep 3, Customer Care

San Antonio, TX
Full Time
Paid
  • Responsibilities

    Job Description

    JOB TITLE:  REP 3, CUSTOMER CARE

    LOCATION: NORTH AMERICAN SHARED SERVICE CENTER, 5859 FAIRNON DR. SUITE 200 SAN ANTONIO TEXAS USA 78249

    DURATION:  12 MONTHS

     

    NOTE: THIS POSITION IS 100% WORKING FROM HOME

    DUTIES:

    ·         25% - Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates.

    ·         Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. Input customer orders received via all contact methods. Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering into system.

    ·         15% Process requests for credit rebill and returns as needed.

    ·         Work with Supply Chain to support on-time delivery and other company KPI’s. Meet or exceed established order accuracy and turn-around standards.

    ·         15% handle all customer contacts in a professional and courteous manner.

    ·         Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies.

    ·         Manage short supply situations, backorders and manual allocations as required.

    ·         15% Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts.

    ·         Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.

    ·         10% ensure that all potentially serious incidents are raised to the appropriate levels of Management.

    ·         Support promotional sales campaigns and product launches.

    ·         Resolve service complaints to the satisfaction of the customer within established company guidelines.

    ·         10% handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.

    ·         Participate in other projects as required.

    ·         Participate in and contribute to Team Meetings.

    ·         10% Provide support to other team members as needed.

    ·         Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.

    ·         Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.

    ·         May perform other duties as required

    ·         Erroneous decisions will have a long-term effect on the company’s success

    ·         Include examples. If applicable, what are the budget responsibilities?

    ·         KSA Requirements (Knowledge, Skills, and Abilities) KSA Requirements (indicate the minimum) Knowledge

    ·         Working knowledge of Word and Excel.

    ·         Proven analytical ability.

    SKILLS:

    ·         Strong computer skills

    ·         Strong team orientation.

    ·         Excellent interpersonal skills and service orientation.

    ·         Excellent oral and written communication skills.

    ·         Ability to multi-task

    ·         Continuous and versatile learner

    EDUCATION:

    ·         High School diploma or GED

    EXPERIENCE:

    ·         Working knowledge of Word and Excel

    ·         Proven analytical ability

    ·         2+ years of business related experience in a customer contact center

    ·         Within the Healthcare or Medical Device industries

    ·         1 year experience with SA

    Company Description

    MWIDM is a certified minority and women owned business enterprise (MWBE) committed to maximizing global workforce solutions on behalf of its clients. With over a decade of experience, MWIDM provides Workforce Solutions to a broad range of business sectors including Systems Integration, Banking & Finance, Telecommunications, Life Sciences, Healthcare, Energy, Technology and Supply Chain. Established in 2004, MWIDM currently employs over 3,500 industry professionals supported by 38 national and international locations throughout the U.S., India and Canada. It’s an exciting time at MWIDM as we make significant investments in growing our Healthcare staffing division.