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Customer Care Consignment Associate

Company: BD Medical
Location: Warwick
Posted on: February 13, 2020

Job Description:

Locations ========= Warwick, Rhode Island Job Description Summary ======================= This position will provide exceptional service levels to all customers and stakeholders through the effective use of skills, tools and techniques. This position will be responsible for meeting business objectives and stated goals as defined for this position. Job Description =============== * Shared daily oversight of consignment mailbox, processing orders and managing inquiries in a timely manner to meet Customer Care metrics. * Conduct SOX required consignment audits from start to finish to ensure all requirements are met. * Research consignment audits to ensure accuracy of information. * Enter and set-up new consignment agreements and addendums. * Provide RMA s for expired consignment products. * Ensure all consignment records are updated for audits to meet the schedule time requirements. * Process requests for credit, rebill and returns as needed. * Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. * Provide back-up for customer phone coverage. * Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts. * Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies. * Shared daily oversight of consignment mailbox, processing orders and managing inquiries in a timely manner to meet Customer Care metrics. * Conduct SOX required consignment audits from start to finish to ensure all requirements are met. * Research consignment audits to ensure accuracy of information. * Enter and set-up new consignment agreements and addendums. * Provide RMA s for expired consignment products. * Ensure all consignment records are updated for audits to meet the schedule time requirements. * Process requests for credit, rebill and returns as needed. * Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. * Provide back-up for customer phone coverage. * Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts. * Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies. * Handle all customer contacts in a professional and courteous manner. * Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies. * Ensure that all potentially serious incidents are raised to the appropriate levels of Management. * Resolve service complaints to the satisfaction of the customer within established company guidelines. * Provide support to other team members as needed. * Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates. * Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions. * Participate in other projects as required. * Participate in and contribute to Team Meetings * Working knowledge of Word and Outlook * Proven analytical ability * Interface within an ERP system * Customer Service * Strong computer skills * Strong team orientation. * Excellent interpersonal skills and service orientation. * Excellent oral and written communication skills. * Ability to multi-task * Continuous and versatile learner * High School diploma or GED * Associate or bachelor s degree preferred Preferred: * Working knowledge of Word, Excel,ERP system (JDE or SAP) and Outlook * Proven analytical ability * 2+ years of business related experience in a customer contact center * Medical Terminology * Experience in medical or clinical field * Prior ERP experience a plus Primary Work Location ===================== USA RI - Warwick Additional Locations ==================== Work Shift ========== US BD 1st Shift 930am-6pm (United States of America)

Keywords: BD Medical, Warwick , Customer Care Consignment Associate, Other , Warwick, Rhode Island

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