Customer Service Representative

Fresenius Kabi USA, LLC; Lake Zurich (IL); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

401(k) plan with company contributions

Paid vacation

Holiday and personal days

Employee assistance program

Health benefits (medical, prescription

Job summary

Fresenius Kabi USA, LLC is seeking a Customer Service Representative in Illinois to act as the primary contact for order fulfillment and customer inquiries. You will process phone, email and fax orders, handle returns and credits, and work with Sales and Warehouse teams to ensure timely delivery.

The role requires 1+ years of customer-facing experience, strong communication and problem-solving skills, and the ability to multi-task in a structured, fast-paced environment.

Qualifications

• 1+ years of customer-facing experience.
• Excellent customer service and problem resolution.
• Ability to establish rapport with customers.
• Ability to ask the right questions and lead conversations.
• Interact effectively with internal and external team members.
• Strong organizational, prioritization and multi-tasking skills.
• Excellent multitasking and data-entry skills.
• Strong interpersonal communication.
• Self-motivated and quick learner.
• Comfortable in a structured, fast-paced environment.
• SAP experience is preferred.
• SharePoint experience is a plus.
• English language proficiency to perform essential functions.

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 problems related to shipment, returns, credits, and new orders).
• Process credits, debits, and returns.
• Build loyal relationships with customers by understanding and supporting their needs, following through on commitments and providing high quality customer service.
• Collaborate with Sales and Warehouse Operations to ensure smooth delivery of products.
• Meet department KPIs (order accuracy, on-time order placement, customer satisfaction score).
• Participate in Medical Device Customer Experience program.
• Perform specialty activities as per Performance Management Objectives.
• Participate in ongoing product and business training.

Skills

Customer service

Communication

Problem solving

Relationship building

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.
• 401(k) plan with company contributions
• paid vacation
• holiday and personal days
• employee assistance program
• health benefits to include medical, prescription drug, dental and vision coverage

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 and vision coverage, as well as life insurance, disability,401K with company contribution, andwellness program.

Please note that joining our team does not create a guaranteed or permanent employment arrangement. All employment is atwill, meaning both the employee and 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 applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.