1+ months

Customer Service Representative

Kelly Services
West Chester, PA 19381
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 Service Representative - inbound** position for a well-known medical device company in **West Chester, PA.**

**Job Title:** Customer Service Coordinator - Inbound, Order Processing

**Location:** West Chester, PA 19380

**Pay Rate:** $17.14/hour

**Hours:** 9am-530pm M-F

**Length of Assignment:** 1 year (if extended 2 years max)

**Summary:** Customer Service Coordinator is responsible for order management for assigned operating company. The Coordinators provide superior customer service and accelerate growth by building strong and collaborative relationships with external customers (hospital, distributor) and internal business partners. They provide optimum front-line service for our Domestic Operating companies. This position will require full knowledge of each operating companys policies and procedures. Must possess high-level multi-tasking and organizational skills.


+ Provide superior, specialized customer service to our internal field sales and external customers hospital, distributor in a professional, timely and self-directed manner.

+ Create, enter and manage complex customer orders via phone/fax or e-channels from internal and/or external customers.

+ Perform the key customer-facing activities including order creation for more complex orders and efficient/effective handling and resolution of escalated issues and inquiries, as well as supporting customer relationships within assigned business specialty areas.

+ Review order error and order hold reports and takes action based on need as instructed by SOP.

+ Provide more complex Level 1 or 2 inquiry/service complaint management to achieve a close-loop resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue.

+ Inquiries e.g. order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing (RGA), requests for documentation, etc.

+ Ensure attention to compliance requirements and that all work is done in compliance to department SOPs and SOX.

+ Assign and/or serve as Case Owner to investigate escalated issues/service requests and communicates updates.

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

+ Ensure completion of inquiry/service request to fulfillment to maintain closed-loop process standards.

+ Notify appropriate parties e.g., CSRs, customers, Franchises, etc. of process, inquiry updates/changes or service requests as appropriate.

+ Process Specialty orders.

+ Support sales solicitation process, on an exceptions basis e.g., provide price information/price quotes.

+ Conduct UAT testing as needed.

+ Initiate and implement process improvements and projects.

+ Think and communicate cross-functionally to investigate, research, and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other departments and all required customer follow-up in a self-directed manner.

+ Resolve customer discrepancies relating to data integrity, shipping issues, and trade pricing/promotional management.

+ Provide coverage during operational customer service hours.

+ May need to provide after-hours coverage for Customer Support Services.

+ Quality Accurately and timely capture information from customer inquiries.

+ Maintains detailed records in compliance with applicable regulatory bodies such as but not limited to GMP, SOX, DEA, FDA, PWC, safety and environmental requirements.

+ Responsible for reconciling, validating, entering, and editing Specialty orders, such as controlled substance orders, to be in compliance of all applicable federal, state, and local laws and regulations.

+ Maintain and update SOP and processes as requested Complete all trainings within a timely manner and within specified due dates.

+ Process requests for deviations utilizing the appropriate systems and notify the appropriate stakeholders

+ Participate in and lead as appropriate preliminary investigations for CSS generated deviations

+ Identify and alert the appropriate teams upon awareness of altered shipment, potential fraud, medical event, complaint or any other defined escalations within a timely manner

+ All other duties as assigned.


+ 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.

**Kelly Temporary Employee Perks:**

+ Group medical, prescription, vision, dental, life, and short-term disability insurance options that are available for purchaseand the coverage is portable*

+ Service bonus plan

+ Holiday pay plan

+ Weekly electronic pay options

+ Free online training campus available

+ Exclusive online employee community

+ Corporate discounts


**This position is recruited by a remote Kelly office, not your local Kelly branch. To be considered for this position, you must use the "apply now" button below to submit your resumes. Resumes in MS Word are preferred.**

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping
you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ
each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a
leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable
a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety
of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females,
individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.


Posted: 2019-10-04 Expires: 2019-12-12

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Customer Service Representative

Kelly Services
West Chester, PA 19381

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