Customer Service Representative

• Process orders from customers via phone, e-mail and fax.
• Manage customer orders (open order report, order confirmation, queries, and delivery investigations), escalations, inquiries & disputes.
• Resolve complex customer questions, complaints and requests (order tracking, availability checks, late delivery notifications, back-order notifications, and resolve problems related to shipment of products, returns, credits, and new orders).
• Process credits, debits and returns.
• Build loyal relationships with customers by understanding and supporting their needs, following through with your commitments, and providing high quality customer service.
• Close cooperation with the Sales team and Warehouse Operations to ensure smooth delivery of products to the customers.
• Meet department KPI's and metrics (order accuracy, on-time order placement, customer satisfaction score, etc.)
• Actively participate in the Medical Device Customer Experience program.
• Performs specialty activities as outlined in the Performance Management Objectives.
• Participate in ongoing product and business training.

• 1 + years of customer facing experience.
• High School diploma/GED required.
• Excellent customer service, communication (verbal & written) and problem resolution skills.
• Demonstrated capability to establish rapport with customers while maintaining a commitment to customer satisfaction.
• Ability to ask the right questions and lead conversations, including probing and listening.
• Ability to interact effectively and build relationships with internal and external team members.
• Strong organizational, prioritization and multi-tasking skills.
• Excellent multi-tasking skills: listening, inputting data, probing, providing solutions, navigating through various screens while applying basic customer satisfaction techniques.
• Strong interpersonal communication skills and capable of building good working relationships. Self-motivated, team player and quick learner.
• Comfortable working in a structured, fast paced and changing environment.
• SAP experience is preferred.
• SharePoint experience is a plus.

We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability,401K with company contribution, andwellness program.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.