Summary:
The Senior Customer Care Representative is primarily responsible for answering in-bound calls from customers wishing to place orders, inquire about an order, or resolve an issue for a single line of business at Sarnova. This position requires an individual who demonstrates care and empathy, a focus on results, and strong communication skills in working across many departments on behalf of the customer. The Senior Customer Care Representative will be cross trained across multiple business units within the organization.
Organizational Impact:
In this role for Sarnova, you are our brand ambassador delivering delight in every interaction. You help deliver the right product, in the right hands, and in the right amount of time. You impact your line of business through empathy, order quality, first call resolution and promoting satisfied customers leading to growth, retention and advocacy.
Essential Duties and Responsibilities:
- Order Processing: Handle inbound calls and process orders through multiple channels, ensuring accuracy and efficiency in each transaction
- Order Confirmation: Send order confirmations via email and provide customers with status updates and follow-ups to keep them informed throughout the order process
- Order Accuracy: Review all orders for accuracy, make necessary adjustments to existing orders, and ensure orders are processed to fulfillment without delay
- Special Orders Handling: Route special orders using the appropriate process and provide pricing information upon request
- Customer Collaboration: Work closely with internal departments to address customer inquiries and act as a liaison to ensure customer needs are met
- Product and Service Explanation: Learn and understand new products across a single product line to explain basic products and services to customers to aid in their purchasing decisions
- Issue Resolution: Research and resolve billing and pricing inquiries, addressing customer concerns to ensure satisfaction and smooth order processing
- Problem Solving: Resolve any order issues that prevent same-day shipping, and determine or authorize credits, rebills, and product returns when necessary
- Administrative Support: Perform filing and other administrative tasks as needed
- Additional job duties as assigned
Skills/Experience Required:
- Education: High School Diploma or equivalent
- Two to three years of customer service experience; experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance
- Strong computer skills; basic understanding of MS Outlook, Word and Excel
- Strong interpersonal and communication skills; must be able to develop and maintain cooperative working relationships with customers and co-workers
- Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image
- Able to diffuse an upset customer and/or an intense situation
- Excellent attention to detail and accuracy.
- Experience working within a distribution company preferred
- Emergency Medical or Hospital related experience a plus.
- Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
Physical Requirements:
- Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment
- Reach with hands and arms
- Talk and hear
- See and be able to read, write, and interpret text
- Employee may use computer, phone, copier and other office equipment in the course of a day
- Occasionally lift and move objects weighing up to 10 pounds
- Employee may be required to travel for business purposes
- When working remotely, ability to secure confidential information
- When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Continuous is defined as 6-8 hours, frequently is defined as 3-6 hours, and occasionally is defined as up to 3 hours.
Work Schedule: Employee will be required to work a minimum of forty (40) hours of per week or as many hours as it may take to perform above job duties. Schedule may vary based on business demands and will require a combination of office hours as well as work performed after hours and/or weekends at times.
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.
