Lead Customer Service Representative

Our medical device technologies firm in Kalamazoo, MI is looking for a Lead Customer Service RepresentativeEssential Duties and Responsibilities:Provide phone support for inquiries from sales and healthcare professionals.Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationshipsProcess all work in accordance with relevant working practices and standard operating procedures.Provide feedback and suggestions to improve service levels, internal processes and customer support methodologyConsistently demonstrate a positive, constructive, and cooperative attitude in the business environment.Provide support beyond standard hours as needed if call volume and/or workload require additional time.Build relationships with internal and external customers to drive exceptional customer serviceSupport Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales.Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.Determine charges for product requests / usage, collaborate with Accounts Receivable on invoice disputes / discrepancies, take appropriate action required to resolve dispute.Prepare product or service reports by collecting and analyzing customer information.Maintain customer pricing in systems of record, including entering contracts as required.Implement and support Quality initiatives throughout Customer Service workflowImplement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.Qualifications:This position requires knowledge that is acquired through experience, specialized education or training.The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making.The job requires a basic understanding of work routines and procedures in own discipline.The technical procedures for this level are well defined.The job is expected to follow detailed and defined rules / instructions and to make simple judgement in straightforward situations.Typically requires selecting between solutions already established.Benefits:We put our Ambassadors first. When it comes down to it, we know we can''t fulfill our Promise to our business customers without your com­mitment. You represent our organization while on assignment. In return, we do our best to show our commitment to you. Our Ambassador Benefits package includes: Medical, dental and vision coverage. It also includes 401k, sick time, holiday and much more. We are an equal opportunity employer.We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles'' Fair Chance Initiative for Hiring Ordinance.

Created: 2021-11-29