Job description
Position Summary/Objective
The purpose of this position is to assist customers, employees, and shareholders in resolving issues. The person in this position provides expert service in responding to all inquiries.
This position currently works in a remote/hybrid capacity.
Hours of Work
Hours are on a weekly rotational schedule between the hours of 8:00am and 9:30pm Sunday-Friday
Essential Functions
- Handle and log Customer Service calls and work to resolve issues. Assist customers in placing orders.
- Respond in a timely manner to internal and external customers through our multichannel communications (phone, email, fax, chat) creating tickets as needed.
- Assist users in utilizing the Value Drug HUB online ordering system.
- Place special orders for customers, cancel as needed, and check the status of orders and dropships. Follow up with the customers to ensure orders were received
- Contact Replenishment Buyers for information on stock/backordered items, to request ETAs for items, or for product questions and other customer questions as needed.
- Handle returns on Value Drug HUB for customers.
- Create a ticket for picking and shipping errors and shortages to pass on to the Inventory Control team
- Log orders and contact warehouse to release orders for afternoon pickup.
- Email information and reports to customers.
- Maintain compliance with all legal and safety guidelines as well as company policies and procedures.
- Protect proprietary materials and information.
- Assist other team members with making calls to update customers on current information or gather information from the customers.
Work Environment
This position operates in an office environment or warehouse environment and involves working in a quiet or noisy setting. The Customer Service Representative receives periodic supervision.
Competencies
Excellent written and oral communication skills, strong interpersonal skills, time management skills, organizational skills, patience, teamwork ability, problem solving ability, collaboration skills, ability to operate computer systems, telephone, cell phone, email, calculator, and other office equipment.
Physical demands typical of this position
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods of time, stand, walk, use hands and fingers to operate a computer keyboard, mouse, and other computer equipment. Requires frequent contact with employees, managers, and members. Requires mental concentration, problem solving, multi-tasking to meet deadlines, and visual acuity to view a computer screen and for reading. Ability to meet tight deadlines, handle emergencies and changing priorities.
Supervisory Responsibility
This position has no supervisory responsibility.
Travel
Work-related travel is not required of this position..
Required Education and Experience
High school diploma or equivalent.
Experience and in all areas of customer operations. Training in company policies and procedures, professional standards, relevant laws and regulations, including HIPAA.
Working knowledge of computer systems, including: Microsoft Great Plains, VD HUB, Report Manager, Outlook, Manhattan/Scale, MS Office 365
Knowledge and training in product offerings
Preferred Education and Experience
2+ years of Customer Service experience
Strong customer service and communication /telephone skills required. Processing calls in an automated call center environment strongly preferred.
Security Clearance/Background Check
If required.
AA/EEO Statement
If required.
Other Duties
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
This job description has been approved by all levels of management
Experience
Preferred
- 2+ years of Customer Service experience
- Experience and in all areas of customer operations. Training in company policies and procedures, professional standards, relevant laws and regulations, including HIPAA.
- Working knowledge of computer systems, including: Microsoft Great Plains, VD HUB, Report Manager, Outlook, Manhattan/Scale, MS Office 365
Education
Preferred- High School or better
Behaviors
Preferred- Loyal: Shows firm and constant support to a cause
- Enthusiastic: Shows intense and eager enjoyment and interest
- Dedicated: Devoted to a task or purpose with loyalty or integrity
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Team Player: Works well as a member of a group
Motivations
Preferred- Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
- Job Security: Inspired to perform well by the knowledge that your job is safe
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