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Call Center Representative - Order Processing

Kelly Services


Location:
WestChester, PA
Date:
04/23/2018
2018-04-232018-05-22
Job Code:
US41ALSH_BH1423381
Categories:
  • Customer Service
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Job Details

Job Title Call Center Representative - Order Processing

Jobid US41ALSH_BH1423381

Location: WestChester, PA, USA

Description For 70 years, Kelly Services has provided outstanding employment opportunities to the most talented individuals in the marketplace. Today, we are proud to offer a temporary contract **Customer Support Services Associate** position for a top **Medical Device** company in **West Chester, PA** .

**Job Title:** Customer Support Services Associate

**Location:** West Chester, PA 19380

**Pay Rate:** $17.32/hour

**Hours:** Mon-Fri 8/930am-430/6pm

**Length of Assignment:** through January 23, 2019

**Est. Start Date:** April 9th - Training class

**POSITION SUMMARY:**

Customer Support Services (CSS) is the centralized customer service function for the CLS U.S. Customer Experience team managing sales on behalf of several franchises, within the Medical Device and Pharmaceutical segments.

The Associate, CSS, position is responsible for providing superior, front-line customer service to domestic internal and external customers, in a professional and timely fashion. The key activities include order creation, inquiry management and supporting customer relationships.

**Day-to-Day Activities:**

This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) on a daily basis. All interactions with our customers are to be handled in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements. Daily activities include:


+ Creates, enters and manages customer orders (via phone/fax or e-channels) from internal and/or external customers.
+ Responsible for front-line inquiry/service complaint management

+ Responds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing (RGA), requests for documentation, etc.,) from internal and/ or external customers. All work done in compliance to department SOPs and SOX.

+ Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process

+ Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP.

+ Notifies appropriate parties (e.g., CSR’s, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate.

+ Reviews order error and order hold reports and takes action based on need as instructed by SOP.
+ Supports execution of marketing programs developed by all Franchise.
+ Conducts recall activities as appropriate.
+ Updates customer information in order management system as appropriate
+ Conduct UAT testing as needed.
+ Adheres to quality controls process and service quality guidelines.
+ Think and communicates cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other HCS departments and all required customer follow-up.
+ Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Service organization in support of exceptional customer experience (e.g. not-ready time, call quality, schedule adherence).
+ Remain current with and apply internal and operating companies’ policies & procedures.
+ Contribute to and promote harmony, growth and teamwork within the Customer Service organization.
**Qualifications:**


+ Minimum of a High School Diploma or equivalent
+ Must have 3-5 years Call Center/Customer Service experience
+ Effectively uses listening, verbal, and written skills to share information and achieve desired outcomes in a professional manner.
+ Demonstrates an understanding of the needs of the sales organization and of external customers to ensure field and customer satisfaction.
+ Collaborates with supervisor to identify strengths and development areas and implement personal development plan. Accepts constructive feedback and participates in continuous learning.
+ Demonstrates flexibility and implements innovative ways to enhance the way work is done.
+ Organizes the workspace, prioritizes activities and manages time effectively to achieve goals.
+ Identifies and analyzes problems, issues and situations. Identifies solutions and follows through to assess progress and ensure positive results.
+ Builds professional relationships across functions and sites with internal and external partners and collaborates to achieve shared goals.
+ Effectively uses job related information technology and tools to achieve results. Thorough working knowledge to utilize the appropriate systems to achieve business requirements.
Apply Now!

**This position is recruited for by a remote Kelly office, not your local Kelly branch. To be considered for this position, submit your resume through the job board this process.**

**Why Kelly** **®** **?**

At KellyServices ® , we work with the best. Our clients include 95 of the Fortune100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to accessthe best talent to drive their business forward. If you only make one career connection today, connectwith Kelly.

**AboutKelly Services** **®**


As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 peoplearound the world and have a role in connecting thousands more with work through our global network oftalent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.



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