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Customer Service Representative II
hace 2 meses
Cencora Costa Rica Limitada is seeking a highly skilled Customer Service Representative II to join our team. As a key member of our customer care team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met, and resolving any issues that may arise.
Key Responsibilities- Oversight of incoming customer communication and outbound order shipment to confirm customers are responded to within defined service level agreement and KPI timeframes.
- Ensure customer care reporting is monitored and appropriate action is taken.
- Ensure all customer communication is logged in the CRM system per documented process.
- Serve as coverage backup in queues as needed, to include cases, phones, and where applicable, assist with support of afterhours emergency on call line on a rotating basis.
- Monitor breaks/lunches to ensure team schedule adherence and proper coverage of all queues.
- Assist with audit data requests and attend meetings/trainings as scheduled.
- Recommend enhancements to current processes leveraging best practices.
- Work with the supervisor to implement any changes to the training documents as needed.
- Ensure process and program updates occurring on the floor are communicated to the supervisor in a timely manner so formal documentation can be updated.
- Also ensure changes to current processes are not implemented prior to training document updates or approval from customer care leadership.
- Capability of navigation within the Document Management System to support knowledge of program-specific training documentation for assigned team and ability to serve as training document coach for staff members and ensure all trainings, both corporate and local, are completed by due date.
- Act as first escalation point of contact for internal and external clientele escalations and troubleshoot issues to the best of your ability prior to further escalation of an issue. Appropriately distinguish proper method of communication (email vs. phone) and determine level of leadership, within internal customer care team, needed in communications for resolution.
- Attend assigned new launch trainings and ask questions as needed to fully understand the requirements of the program.
- Assist with candidate interviews for open positions and assist in nesting/side-by-side training of new associates to ensure accurate information is given.
- Lead one (1) team building activity each calendar quarter for the entire team, not one sub-group.
- Complete call monitoring for quality assurance and KPI data as requested to provide to supervisor.
- Identify patterns and provide feedback to supervisor on behavioral and/or performance issues.
- Ensure review of client-specific training documents and client account records on a regular basis. Work closely with training department to ensure all SOPs, training material, and work instructions remain accurate and up to date.
- Provide guidance to team members for correct process when an error on an order is identified.
- Escalate any concerns or challenges to supervisor for guidance prior to further escalation/communication.
- Comply with all appropriate policies, procedures, safety rules, and regulations, including knowledge of Quality Policy and Mission/Vision statement. Comply with all appropriate policies, procedures, safety rules, and regulations, and supports department compliance with the same.
- Perform related duties as assigned.
Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a two-year associate degree program, technical vocational training or equivalent combination of experience and education.
Normally requires two (2) to four (4) years directly related experience.
Experience with AS400 (ERP), (CRM), and Pilgrim (DMS) preferred. Understanding of intermediate ERP transactions and how they impact order fulfillment and other departments.
Strong interpersonal skills, including ability to show empathy, patience, and attentiveness Strong communication skills within a customer's preferred method of communication, to include use of positive language and active listening. Good decision-making and analytical skills Strong organizational skills; attention to detail, ability to multi-task, prioritize, and manage time effectively. Ability to resolve customer issues quickly and creatively Goal-oriented and willing to learn Professional etiquette in all forms of communication, especially external communication with clients. Intermediate knowledge of Microsoft Office Suite Must be flexible to work any schedule between 7am to 7pm
What We OfferCencora Costa Rica Limitada offers a comprehensive benefits package, including health insurance, retirement plan, and paid time off. We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
