Customer Service Representative I

Position Title: Customer Service Representative I
Work Location: Princeton, NJ 08540
Assignment Duration: 12 Months
Work Schedule: Training hours 8:30am – 5:00pm EST; Regular hours 10:00am – 6:30pm EST
Work Arrangement: Hybrid – Monday and Friday work from home / Tuesday, Wednesday, and Thursday in office
 
Position Summary:

• The primary purpose of this position is to be responsible for the coordination and management of orders on hold, reports, recalls, service agreements, incidents, return management, project management and training
• SUPERVISION RECEIVED - This position is under the direct supervision of the Manager, Customer Service (OM).
• SUPERVISION EXERCISED - This position does not have supervisory responsibilities.

 
Key Responsibilities:

• Resolve Order Management holds daily.
• Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries
• Lead and/or support continuous improvement initiatives for the department. Uses best practices and knowledge of internal/external business practices to exceed department service levels.
• Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
• This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors.
• Partner with Quality Team throughout the recall process.
• Partner with Corporate Complaints team in accordance with the complaint’s procedure.
• Serve as a point of escalation and handoff for BPO cross-over tasks.
• Oversee return procedures in accordance with the Gatekeeper process.
• Process extended service agreements.
• Tracks and resolve complex system problems.
• Serve as a mentor and trainer to BPO representatives.
• Meet and/or exceed goals/KPIs of the position.
• Handle any other duties and/or projects, as assigned, for the benefit of the organization
• Adhere to our organization's Core Values.
• The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays; ability to work from home if the office/company is closed due to weather related or other circumstances.
• This position will require in office work.

 
Qualification & Experience:
Education:

• Minimum High School diploma required.
• Associates if preferred, Bachelor's degree is even better.

Experience:

• 3+ years of experience in customer service, accounting, finance, or information systems.
• Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
• Passion for customers and delivering a world-class service experience.
• Excellent troubleshooting, problem solving and decision-making skills with excellent attention to detail.
• Demonstrated critical thinking and analytical skills.
• Demonstrated ability to embrace change and adaptability.
• Ability to partner with key internal and external stakeholders, establish effective working relationships.
• Proven ability to work both independently and in a fast-paced team environment.
• Ability to follow through and successfully execute tasks while adhering to specified quality standards.
• Ability to accept increasing responsibility and grow as the needs of the organization increase.
• Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
• Knowledge of our organization's products, services, and business operations is a nice to have.

 
Tools and equipment used:

• Ability to utilize a computer, telephone, and copy machine as well as other general office equipment.
• Strong computer skills are required.

 
Additional Information:

• Knowledge in EDI is desirable (GHX/GFax etc.), Prioritize candidates with that experience.
• In the interview - the manager will ask specific details regarding their EDI experience.
• Top skills: Multiple systems (SAP, Salesforce, Oracle, MS Teams, etc…) / Excellent communication skills.
• Microsoft 365 is a requirement, Outlook, Word, MS Teams.
• Nice to have is Salesforce and Oracle knowledge.
• Updates after supplier call: Microsoft Teams/Zoom exp required. No to very little phone customer service tasks for this role. Candidate must be able to recognize tech issues and problem solve. Min of 2-3 years within customer service/tech/retail experience - any customer service function.

 

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. The pay rate for this position is $21.50/hr.