Customer Service Representative - Simply Biotech - TalentZok
Irvine, CA
About the Job
Customer Service Representative- Simply Biotech
OVERVIEW
Are you looking for a new career opportunity with an exciting biotech company?! Then we've got the right team for you! In this role, you're responsible for the duties listed below.
Immediate opening for a Customer Service Representative with a biotech company in Irvine, CA who possesses:
- 1 or more years of B2B sales support/Customer Service
- Order/Delivery scheduling
Email resumes to kbrace@simplybiotech.com or call 858.683.8559
FULL DESCRIPTION: Support the sales efforts of the company by processing daily sales orders, onboarding new customers, and providing in-depth product knowledge to dental offices on all products and services.
The selected candidate will be responsible for:
- Process sales orders in ERP system received daily via phone, email, or chat with appropriate scheduled delivery dates and corresponding email confirmations.
- Make onboarding calls to new customers to ensure maximum patient results and long-term success.
- Answer product, service, and policy-related questions from current and new customers, as well as from actual patients, received via phone, email, or chat.
- Make daily outbound lab calls to dental practices to add product to orders, verify shipping addresses, provide education on products and services, and respond to customer inquiries.
- Increase sales by up-selling/cross-selling products and actively informing customers of monthly promotions and volume-based price discounts.
- Ensure on-going customer success is achieved through product education and exceptional customer support.
- Record and track communications with customers via the CRM system.
- Provide pricing and delivery information to customers via phone or email.
- Resolve product or service-related issues by applying effective communication skills with customers to determine root causes and acceptable solutions to problems; expediting adjustments or corrections and following-up with customers through final resolution.
- Assist with new product field tests and customer surveys as needed.
- Other duties as assigned.
- Open customer accounts by recording account information in ERP system.
- Maintain customer records by updating account information in ERP system, including credit card information.
- Coordinating product returns and/or refunds with Operations.
- Track and maintain records of customer interactions and transactions via the CRM system, including inquiries, comments, complaints, and details of actions taken.
- Communicate and coordinate logistics with internal departments as needed.
- Provide feedback on the efficiency of the customer care process.
- Recommend potential products/changes to products/product system issues to management by collecting customer information and analyzing customer needs.
- Contribute to successful team effort by supporting team goals and objectives, engaging in team meetings and participating in coaching and training activities.
- Comply with company Complaint Handling process.
- Comply with relevant company Quality System procedures and instructions.
- Support additional customer activities as requested by company leadership; actively participating in special company projects.
The selected candidate will also possess:
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Project Management - Communicates changes and progress.
- Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Leadership - Accepts feedback from others.
- Business Acumen - Understands business implications of decisions; Demonstrates knowledge of market and competition.
- Cost Consciousness - Conserves organizational resources.
- Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Planning/Organizing - Uses time efficiently.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity - Completes work in timely manner; Strives to increase productivity; Works quickly.
- Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Asks for and offers help when needed.
- Innovation - Generates suggestions for improving work.
Salary Range: $20/hr
For immediate and confidential consideration, please email your resume to kbrace@simplybiotech.com or call 858.683.8559. More information can be found at www.simplybiotech.com
Source : TalentZok
