Customer Service Administrator S2 CR

hace 7 días

Alajuela, Alajuela, Costa Rica Hologic A tiempo completo $23.000 - $45.000 al año
Description

Job Summary

This Customer Support Administrator is a valued member of Customer & Sales Support Team and serves as the primary point of contact for Breast & Skeletal Health (BSH) customers. The Customer Support Administrator delivers value throughout the disposable order journey by ensuring that all aspects are handled in an accurate and expeditious manner while delivering a great customer experience. This individual will partner closely with internal teams such as Sales, Sales Support, Distribution, Supply & Demand, National Contracts, and Accounts Receivable to ensure optimal customer experience.

Education

  • Bachelor's degree, or equivalent experience

Experience

  • 2 years of relevant work experience supporting a sales organization 
  • 1-2 years quoting and order entry/processing in medical device/sales or other highly regulated environment 

Skills

  • Superior communication skills – verbal, written and presentational
  • Strong interpersonal and organization skills
  • Dedicated to ensuring quality standards are maintained in all functions and responsibilities
  • Acute attention to detail and accuracy
  • Ability to adapt in a fast-paced environment and prioritize with competing deadlines
  • Problem analysis and solving ability
  • Willingness to take initiative and make decisions
  • Demonstrated strength in achieving great customer experience
  • Passion for customer success in a competitive and changing market
  • High energy, self-motivated, proactive, goal oriented and enthusiastic
  • Enjoys collaboration and embraces teamwork
  • Solid knowledge of Microsoft Office, especially Word and Excel
  • Working knowledge of Oracle R12 preferred and the ability to learn other computer programs a must
  • experience desired

Essential Duties and Responsibilities

  • Respond to customer inquiries via phone, fax and email including edits to existing orders, tracking inquiries, proof of delivery, order status, sales contact information, etc.
  • Enter fax, phone, and email orders for disposable Breast & Skeletal Health products into Oracle Order Management.
  • Manage iStore inquiries, assist with basic troubleshooting and escalate to IT if necessary for additional issue resolution.
  • Research disposable order pricing discrepancies and to help identify the root cause of discrepancies and work with National Contracts to see the issue through to resolution.
  • Process returns and credit and rebills for unwanted orders, missing items, incorrect orders, duplicate orders.
  • Assist with processing of internal orders (UUI) for our field sales team. 
  • Participate and engage in product training opportunities and product launches to ensure knowledge is up to date for best supporting our internal and external customers.
  • Participate and/or lead ad hoc projects focused on continuous improvement.
  • Collaborate and build strong relationships with internal teams to support needs of the customer support team and our customers.

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