Customer Service Representative (Must Have 2 Yrs. Call Center Exp)

Position Overview

Position: Customer Service Representative (Must Have 2 Yrs. Call Center Exp)
Location: San Antonio, TX
Duration: 12 Months Contract, 40 Hours/Week, 1st Shift
Client: Medical Device Company
Employment Type: Contract on W2 (US Citizens, GC Holders, and OPT eligible)

Provide exceptional levels of customer service that meet or exceed all internal and external customer expectations through effective use of contact handling skills and techniques. Responsible for meeting business objectives and targets as defined for this position.

Note: Work schedule is Monday – Friday (hours vary from 7 AM to 6 PM). This role includes 6 weeks of new hire training with sessions scheduled Monday – Friday (either 7:30 AM to 4:30 PM or 8 AM to 5 PM).

Key Responsibilities

• 25% – Create requests in appropriate databases to support customer orders (new customer account setup, customer pricing, required quality or export documentation/certificates); identify and coordinate resolution of issues affecting customer satisfaction; input and review orders for accuracy and completeness.
• 15% – Process requests for credit, rebilling, and returns; work with Supply Chain to support on-time delivery and meet established order accuracy and turnaround standards.
• 15% – Handle all customer contacts professionally and courteously; comply with all Company, Departmental, and Quality System procedures; manage short supply situations, backorders, and manual allocations.
• 15% – Input and manage orders for exception products requiring special handling; compose prompt and accurate replies to customer inquiries; enter contact information in compliance with Company and Regulatory policies.
• 10% – Ensure that all potentially serious incidents are escalated appropriately; support promotional sales campaigns and product launches; resolve service complaints within established guidelines.
• 10% – Handle complaints per FDA/ISO/cMDR and HIPAA regulations; participate in projects and team meetings.
• 10% – Provide support to other team members; identify continuous improvement opportunities and update knowledge databases; maintain current knowledge of company services and products; perform other duties as required.

Required Qualifications

• Minimum of 2+ years’ experience in Call Centers.
• High School Diploma or GED.
• Strong computer skills with working knowledge of Word and Excel.
• Excellent interpersonal, oral, and written communication skills.
• Ability to multi-task with a proven analytical ability.
• Eligibility: Must be eligible to work on a Contract W2 basis (US Citizens, GC Holders, or OPT eligible).

Preferred Qualifications

• Experience with SAP or similar database systems.
• 2+ years of business-related experience in a customer contact center, preferably within the Healthcare or Medical Device industries.
• At least 1 year of SAP experience.