Customer Support Representative managing ERP customer inquiries in packaging industry. Handling 1st and 2nd level support cases while documenting system functionalities.
About the role
- Customer Service Representative providing support relating to sales and healthcare communications. Engaging with customers via phone and maintaining positive business relationships.
Responsibilities
- Provide customer services relating to sales, sales promotions, installations and communications
- 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 relationships with internal and external customers
- Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
- Support Sales Department by providing answers to questions generated by telephone, e-mails and fax
- Research 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
- Maintain customer pricing in systems of record, including entering contracts as required
- Implement and support Quality initiatives throughout Customer Service workflow
- Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes
- Provide support beyond standard hours as needed if call volume and/or workload require additional time
Requirements
- High School Diploma or equivalent
- 2+ years’ relevant work experience
- SAP - highly preferred
- Experience as account representative; ERP, CRM systems
Benefits
- Bonus eligible
- Benefits
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