Customer Engagement Specialist - Medical/Pharma

Duties & Responsibilities:

•Be available on a toll-free phone line to respond to customer phone inquiries, while working emails in between calls.

Provide a solution for all customers utilizing only approved resources and tools.

• Maintain pleasant & professional tone on all written and phone communications.

• Process customer orders

• Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA, etc)

• Create incidents, tasks, and inquires within Oracle Service Cloud where applicable and respond to those inquiry types assigned

• Review orders for product availability

• Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions, availability, shipping dates and back order resolution

• Coordinate with the shipping companies regarding order status and P.O.D’s

• Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery

• Other miscellaneous duties or special projects as assigned

Knowledge, Skills & Qualifications

• Excellent verbal and written communication skills

• Basic Excel skills

• Ability to learn remotely via WebEx and work remotely

• Ability to communicate clearly and effectively- in a positive manner

• Ability to manage tasks in a high-pressure environment using multiple tools and monitor screens

• Ability to multi-task in a faced-paced environment

Education and Experience

• High School diploma required; college degree a plus

• ERP experience a plus (i.e. Oracle, SAP, JD Edwards, etc.) , computer skills required, working knowledge of MS Office

• Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry