Description du poste
The Senior Customer Care Representative is primarily responsible for answering in-bound calls from customers wishing to place orders, inquire about an order, or resolve an issue for a single line of business at Sarnova. This position requires an individual who demonstrates care and empathy, a focus on results, and strong communication skills in working across many departments on behalf of the customer. The Senior Customer Care Representative will be cross trained across multiple business units within the organization. Essential Duties and Responsibilities: - Order Processing: Handle inbound calls and process orders through multiple channels, ensuring accuracy and efficiency in each transaction - Order Confirmation: Send order confirmations via email and provide customers with status updates and follow-ups - Order Accuracy: Review all orders for accuracy, make necessary adjustments, and ensure orders are processed to fulfillment without delay - Special Orders Handling: Route special orders using the appropriate process and provide pricing information upon request - Customer Collaboration: Work closely with internal departments to address customer inquiries and act as a liaison - Product and Service Explanation: Learn and understand new products across a single product line to explain basic products and services to customers - Issue Resolution: Research and resolve billing and pricing inquiries - Problem Solving: Resolve any order issues that prevent same-day shipping, and determine or authorize credits, rebills, and product returns when necessary - Administrative Support: Perform filing and other administrative tasks as needed
Profil recherché
- Education: High School Diploma or equivalent - Two to three years of customer service experience; experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance - Strong computer skills; basic understanding of MS Outlook, Word and Excel - Strong interpersonal and communication skills; must be able to develop and maintain cooperative working relationships with customers and co-workers - Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image - Able to diffuse an upset customer and/or an intense situation - Excellent attention to detail and accuracy - Experience working within a distribution company preferred - Emergency Medical or Hospital related experience a plus - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment