Randstad Customer Service Representative in Wilmington, Massachusetts
Customer Service Representative
salary:$55,000 - $70,000 per year
date posted:Tuesday, November 27, 2018
Customer Service Representative
Our client in Wilmington is looking for a permanent Customer Service Representative or Supervisor depending on experience.
The candidate must have medical device or biotechnical background
The salary is $55k - 70k based on experience
The hours are 8:00 am - 5:00 pm
Minimum experience required for this position:
3+ years of professional service industry experience, ideally with biotech or medical device company
Expertise with MS office and Adobe Acrobat. Good knowledge of design and database management systems, including but not limited to, CRM programs, web management software and related programs.
Strong oral and written communications skills, including editing and proofreading, as well as the ability to convey communications in an effective and professional manner.
Demonstrate ability to work independently and manage multiple projects simultaneously in a fast paced environment; collaborative aptitude is a must
Responsible for maintaining excellent customer service, to both internal and external customers in order to meet organizational objectives. Hands on manager responsible for weekly and monthly summary reports, issue resolution, sales tracking, internal coordination of commercial activities, to include maintaining pending project lists and associated timelines. Evaluates customer applications, trends, competitive data and current/potential product offerings to assist in ongoing marketing plan activities. The goal is to continue optimizing the customer experience thus increasing customer satisfaction, loyalty and retention levels.
Working hours: 8:00 AM - 5:00 PM
Improve customer service experience, create engaged customers and facilitate organic growth - Take ownership of customers issues and follow problems through to resolution - Set a clear mission and deploy strategies focused towards that mission - Develop service procedures, policies and standards - Keep accurate records and document customer service actions and discussions - Optimize internal processes, tracking, retention logs, etc. - Analyze statistics and compile accurate reports - Keep ahead of industry developments and apply best practices to areas of improvement - Control resources and utilize assets to achieve qualitative and quantitative targets - Maintain an orderly workflow according to priorities - Confer with customers by telephone or in person in order to provide information about products and services, to take orders, to gather customer/product information for technical review or to obtain details of complaints/returns. - Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. - Respond to customer correspondence in appropriate manner.
- Accurately enter order information, including updating of customer accounts, telephone and contact information as well as ASB product information. - Promote sales by explaining available products and services. - Maintain quotation database and issue quotations in response to new product inquiries - Initiate, maintain and report on post submittal quotation follow- up and win/loss ratio - Maintain and report on open order status and sales revenue by quarter (weekly) - Provide marketing assistance to include coordination of events and tasks. - Support sales efforts through customer interactions, request follow-up, etc. - Check to ensure that appropriate measures were made to resolve customers' inquiry. - Refer unresolved customer grievances to designated departments for further investigation. - Use provided training materials and job tools to quickly and accurately resolve customer issues. - Maintain professional internal and external relationships that meet the company core values. - Proactively establish and maintain effective working team relationships with all support departments. - Recruit, mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment - Additional responsibilities to be assigned at the manager?s discretion.
B.S. Degree in business, chemistry, biomedical science or related discipline preferred
If you meet these qualifications, please email your resume to firstname.lastname@example.org
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