1 day old

Customer Care Representative-2nd Shift (11:00am-8:00pm)

  • Job Code
JobId: 383541
JobTitle: Customer Care Representative-2nd Shift (11:00am-8:00pm)
Department: Customer Admin
Location: Somerset Davidson
Description: Job Summary:
Customer Care Representative (CCR) strives to provide the absolute best customer experience on a daily basis.  Responsible for managing all customer requests pertaining to product orders, returns, or general inquiries with a focus on customer satisfaction.  CCR work in a fast paced team environment to support TerumoÙs Interventional Systems, Medical Products, and Global Pharmaceutical Solutions businesses.  Working in a high volume call center, CCR must be willing to help drive process improvement, in an effort to always exceed customerÙs expectations.  The Customer Service Team has a proven track record for upward movement for high performing individuals.
Job Details:
1.Partners with the field and inside sales teams to meet and exceed all service expectations.
2.Participates in project team meetings in order to provide ideas, methods or changes to processes to improve customer satisfaction and overall efficiencies.
3.Manages sales orders received by phone, fax, email and electronic data interchange (EDI).
4.Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customerÙs experience.
5.Recognizes a customer complaint and forwards to the appropriate personnel based on TMCÙs Quality Policies and Procedures.
6.Addresses and resolves customerÙs service inquiries or issues by identifying the issue, ; determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; and following up to ensure resolution.
7.Completes the field based inventory order processing.
8.Verifies customer pricing and process special instructions for handling.
9.Processes Return Goods Authorizations (RGA) in a timely manner to ensure customer satisfaction.
10.Researches and reviews warehouse shipping returns with customers\/sales and advise steps that will be taken to resolve problem.
11.Works with the Accounts Receivable Team for timely resolution of order discrepancies. 
12.Releases standing orders in accordance with pre-determined shipping dates.
13.Gains product knowledge by utilizing the Knowledge Base application.
14.Performs other job related duties as assigned.


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