Technical Service Representative

What you will do -

The Technical Service Representative works in a fast paced environment and partners closely with other internal departments to provide exceptional customer care to both internal and external customers. The primary responsibility of this position is under a moderate amount of supervision, requiring a basic understanding of work routines and procedures within the role to support the sales team by interfacing with customers. This role is expected to accurately execute customer order transactions in an effective, efficient, analytical manner. This also includes an emphasis on maintaining a high level of relationship management, quality communication, and interaction with  Distributors, Sales Management, and internal departments. Must be detail oriented with a strong work ethic focused on providing a positive customer experience.

• Provide phone support for inquiries from sales and healthcare professionals.
• Responsible for performing but not limited to Service Order Entry, Data Cleansing, PM Scheduling, Invoicing for Service, and Service Approvals. 
• Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships
• Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
• Provide support beyond standard hours as needed if call volume and/or workload require additional time.
• Build relationships with internal and external customers to drive exceptional customer service
• Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches 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.
• Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.

What you want –

Required

• 2+ years of work experience required
• High School Diploma or equivalent
• Must have the ability to work flexible hours, as needed to support the business needs.

Preferred

• Computer skills and know-how to navigate between different systems
• Demonstrated computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel and Word.)