Customer Service Advocate providing premium support for BMW Financial Services customers through various channels. Engaging in cross - functional tasks while ensuring compliance and customer satisfaction.
About the role
- Customer Service Representative providing support to healthcare customers via phone and email. Processing orders and resolving inquiries in a hybrid role based out of Lake Zurich, Illinois.
Responsibilities
- Responsible for providing exceptional customer service by acknowledging the customer’s needs in a professional and friendly manner.
- Responsible for answering customer calls, placing customer orders, returns, product availability, back orders, allocations, shipping and problem resolution of inquiries related to the above.
- Customers must be treated as individuals with unique needs and customer service needs to express concern for customer’s feelings by being empathetic, flexible and responsive.
- Enters customer orders via telephone, mail, email, international, Utilizing SAP, SalesForce.com
- Handles all incoming customer inquiries and complaints (re: product availability, placing order, pricing, returns).
- Authorize return goods from customers due to overstock, damages, expiration, etc.
- Assists with credits, debits, returns, shortages, etc. and the dispute management module as needed.
- Issues credits/debits to customers.
- Tracks shipments from warehouses as needed either proactively or reactively to respond to an inquiry.
- Handles manual allocation process on low inventory products.
- Conducts follow up calls to internal/external customers promptly.
- Supports unique requirements of various business units (i.e. repairs, recalls, replacements, etc.).
- Works in partnership with Sales & other cross functional departments to meet/exceed internal customers’ needs and expectations.
- Works as a team to respond to customer requests and to solve customer problems.
- Participates in any and all reasonable work activities as assigned by management.
Requirements
- High school diploma or equivalent (Associates/Bachelor’s degree preferred).
- 1-3 years of related work experience.
- Knowledge of healthcare, pharmaceutical, and/or medical device industries is strongly preferred.
- Demonstrated excellent customer service skills accompanied with effective communication skills (verbal and written).
- Solid organizational skills, attention to detail, and ability to multi-task in a fast-paced deadline driven environment.
- Intermediate skill set with Microsoft Office applications (Excel, Word, PowerPoint).
- Experience with ERPs (SAP preferred) and knowledge of other database concepts.
- Ability to research and resolve customer issues.
- Ability to consistently accomplish a large volume of work accurately.
- Excellent interpersonal skills and willingness to be a team player in varied capacities.
- Team player with ability to take direction from multiple individuals and interact effectively cross-functionally.
- Ability to work effectively with all employees and external business contacts while conveying a positive, service-oriented attitude.
- Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.
- Ability to work and manage change within a dynamic, fast-paced environment.
Benefits
- medical coverage
- dental coverage
- vision coverage
- life insurance
- disability
- 401K with company contribution
- wellness program
Job title
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