Customer Service Representative

Fresenius Group; Lake Zurich (IL); On-site; USD 42,000 - 46,000; Full time

Benefits offered by this job

401(k) plan with company contributions

Paid vacation

Holiday and personal days

Employee assistance program

Medical, prescription drug, dental and

Job summary

Fresenius Kabi in the United States is seeking a Customer Service Representative to serve as the primary contact for order fulfillment, product inquiries, returns and satisfaction issues. You will process orders via phone, email and fax, track deliveries and resolve shipment problems while building strong customer relationships.

Responsibilities include coordinating with Sales and Warehouse teams, meeting KPI targets, and participating in ongoing training.

Qualifications

• 1+ years of customer-facing experience.
• Excellent customer service and communication skills.
• Ability to resolve problems and provide solutions.
• Ability to ask the right questions and lead conversations.
• Ability to interact with internal and external teams.
• Strong organizational and multi-tasking skills.
• English language proficiency required.

Responsibilities

• Process orders by phone, email and fax.
• Manage orders, inquiries, escalations and deliveries.
• Perform order tracking and root cause analysis.
• Process credits, debits and returns.
• Collaborate with Sales and Warehouse teams.
• Meet department KPI targets including order accuracy and customer satisfaction.
• Participate in ongoing product and business training.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Rapport building

Listening skills

Tools

SAP

SharePoint

Job description

Job Summary

The Customer Service Representative acts as primary contact for order fulfillment, customer product inquiries, credits/debits, returns and satisfaction issues. Responsible for processing phone, fax and email orders, manage order exceptions, perform order tracking and root cause diagnostics of service failures. Investigate problems related to shipment of products, returns, credits and new orders.

Salary Range: $20.00 - $22.00 per hour based on experience

• Final pay determinations will depend on various factors, including, but not limited to experience level, education, knowledge, skills, and abilities.
• Our benefits and programs are comprehensive and thoughtfully crafted to ensure our colleagues live healthy lives and have support when it matters most. Benefits offered include a 401(k) plan with company contributions, paid vacation, holiday and personal days, employee assistance program, and health benefits to include medical, prescription drug, dental and vision coverage.

Applicants must be authorized to work for ANY employer in the United States. Fresenius Kabi is unable to sponsor or take over sponsorship of an employment visa either now or in the future.

Responsibilities

Process orders from customers via phone, e-mail and fax.

Manage customer orders (open order report, order confirmation, queries, and delivery investigations), escalations, inquiries & disputes.

Resolve complex customer questions, complaints, and requests (order tracking, availability checks, late delivery notifications, back-order notifications, and resolve problems related to shipment of products, returns, credits, and new orders).

Process credits, debits, and returns.

Build loyal relationships with customers by understanding and supporting their needs, following through with your commitments, and providing high quality customer service.

Close cooperation with the Sales team and Warehouse Operations to ensure smooth delivery of products to the customers.

Meet department KPI’s and metrics (order accuracy, on-time order placement, customer satisfaction score, etc.).

Actively participate in the Medical Device Customer Experience program.

Performs specialty activities as outlined in the Performance Management Objectives.

Participate in ongoing product and business training.

Requirements:

• 1 + years of customer facing experience.
• Excellent customer service, communication (verbal & written) and problem resolution skills.
• Demonstrated capability to establish rapport with customers while maintaining a commitment to customer satisfaction.
• Ability to ask the right questions and lead conversations, including probing and listening.
• Ability to interact effectively and build relationships with internal and external team members.
• Strong organizational, prioritization and multi-tasking skills.
• Excellent multi-tasking skills: listening, inputting data, probing, providing solutions, navigating through various screens while applying basic customer satisfaction techniques.
• Strong interpersonal communication skills and capable of building good working relationships.
• Self-motivated, team player and quick learner.
• Comfortable working in a structured, fast paced and changing environment.
• SAP experience is preferred.
• SharePoint experience is a plus.
• The Company’s primary business language is English. The successful candidate must be able to effectively speak, read, write, and understand English to perform the essential functions of the position, including independently understanding policies, procedures, training materials, and workplace communications written in English due to our heavily regulated work environment.

Additional Information

We offer an excellent salary and benefits package including medical, dental andvision coverage, as well as life insurance, disability, 401K with company contribution,and wellness program.

Please note that joining our team does not create a guaranteed or permanentemployment arrangement. All employment is at‑will, meaning both the employeeand Fresenius Kabi have the right to end the employment relationship at any time,in accordance with applicable federal and state laws.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicantswill receive consideration for employment without regard to race, color, religion, sex, national origin,citizenship, immigration status, disabilities, or protected veteran status.