The Customer Experience Representative reports to the Customer Experience Manager. This employee is responsible for providing positive customer experience for inbound/outbound telephone inquiries, internal department requests, email correspondence and online orders. The position requires an individual who works independently and in a team environment, attention to detail, and communication with other functional areas and sites.
Essential Functions of the Customer Experience Representative:
· Monitor and process orders received via the web, e-mail, phone or fax queues
· Manage various ordering queues to assure timely processing of orders, clear communication with customers and a high degree of accuracy
· Setup customer accounts and users for web ordering on
order Leiters.com web platform
· Setup customer pricing for web ordering
· Compilation of data and preparation of subsequent reports, spreadsheets, word documents, as required
· Document conversations related to key influencers and buyers at facilities
· Communicate effectively to customers and internal stakeholders verbally and through e-mai
· Comprehending and implementing SOPs, forms, and quality control activities
· Discovery, analysis and recommendation to rectify any discrepancies or problematic data issues
· Daily management of orders, invoices, and open items until closure and with accuracy
· Receive and respond accurately and professionally to customer inquiries and concerns via telephone or email
· Comprehend and implement SOPs, forms, and quality control activities
· Accurate data entry into a selected customer interaction, prescription, and accounting software programs
Job Function list is not all inclusive
EXPERIENCE AND NECESSARY SKILLS:
· Typing skills of 50+ words a minute highly desired
· Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally
· Customer friendly with excellent communication, telephone skills, writing skills and demonstrated good judgment
· Computer abilities to include ability to use Microsoft office software, order input and fulfillment software, and experience with spreadsheets and reporting
· Experience in a commercial pharmacy providing support functions, preferred
· High school diploma or GED equivalency required; college level 2-year degree, preferred
BENEFITS:
401(k) matching, Dental insurance, Disability insurance, Employee assistance program, Flexible spending account, Health insurance, Health savings account, Life insurance, Paid time off, Referral program, Vision insurance
SCHEDULE: Day Shift, Monday- Friday
*EOE