Administrator, Customer Service

ICU Medical Inc; Highland (IN); On-site; USD 34,000 - 48,000; Full time

Job summary

ICU Medical Inc is seeking a customer service representative to handle inbound and outbound calls, focusing on order taking and order tracking. You will research issues, log data for returns, and provide timely documentation for shipments and invoices.

The role requires clear communication, multi-tasking, and the ability to manage priorities in a fast-paced environment. Experience in medical devices is a plus.

Qualifications

• High School diploma required; college degree preferred.
• ERP experience a plus; strong computer skills and MS Office proficiency required.

Responsibilities

• Respond to customer inquiries and complaints; research and follow up as needed.
• Log customer data for returns and process orders.
• Provide shipment, order or invoice documentation upon request.
• Coordinate with shipping companies regarding status and delivery details.
• Create incidents and tasks in ServiceCloud and track responses.
• Maintain professional phone demeanor and accurate logging of calls.

Skills

Basic Excel skills

Creative problem solving

Clear communication

Multi-tasking

Time management

Customer service mindset

Education

High School diploma

College degree preferred

Tools

MS Office

ServiceCloud

ERP system

Job description

Position Summary

Responsible for responding to customer inquiries and complaints. Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking.

Essential Duties & Responsibilities

• Provide a solution for all callers- if answer is not known- will need to research and follow up
• Log customer data for return processing
• Answer and log customer phone calls
• Maintain pleasant & positive phone voice and attitude
• Process customer orders
• Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
• Process change requests
• Provide accurate sales rep information to customers upon request
• Create incidents, tasks, and inquires within ServiceCloud where applicable and respond to those inquiry types assigned to the team.
• 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
• Ensure phones are covered at all times during normal working hours
• Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
• Other miscellaneous duties or special projects as assigned

Knowledge, Skills & Qualifications

• Basic excel skills
• Be able to come up with creative solutions for customers internal and external with little to no help from a supervisor
• Ability to communicate clearly and effectively- in a positive manner
• Ability to manage tasks in a high-pressure environment
• Ability to multi-task
• Ability to work hours from 8:00am-5pm CST
• General knowledge of the manufacturing, sales and distribution processes

Education and Experience

• High School diploma required; college degree preferred
• ERP experience a plus, 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

Minimum Qualifications

• Must be 18 years of age

Travel Requirements

Typically requires travel less than 5% of the time

Physical Requirements and Work Environment

This job operates in a professional office environment. This role routine uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

ICU Medical is an Aff