Customer Service Representative

R&S Northeast is hiring a Customer Service Representative to handle client inquiries, resolve customer concerns, and process and audit orders. The role also supports the sales team and coordinates with Finance on transactional information for client billing.

Responsibilities:

• The Customer Service Representative fulfills essential tasks related to delivering service to a client
• Customer Service Representative acts as first-line representatives and subject matter experts responsible for handling client inquiries to ensure satisfactory resolution to issues that may arise. He/she will handle escalated calls, process transactions, and support the sales team
• Representatives are responsible for order processing, order auditing, and communication and resolution of issues that may prevent orders from shipping. Under general supervision, processes customer requests related to orders in a timely, accurate and professional manner. Fosters the growth of a strong client base through creating positive interactions
• Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, and customer information
• Receives and answers customer inquiries, including but not limited to: product orders, order status, lot/batch number research, product returns, product search, pricing and services offered
• Partner with sales team and our clients to provide service in accordance with client service levels to complete order transactions, informational call follow up
• Works with Finance to provide transactional information for monthly client billing
• Acts as point of contact for the team for transactional functions
• Research inquiries in a professional and courteous manner and work with team members, to identify and resolve escalated customer concerns in a timely manner, potentially without direct Supervisor oversight
• Effectively uses approved “talking points” when communicating corporate policy
• Advises callers for level 1 support for escalated calls to internal/external customers avoiding litigious or compromising issues, providing information, education, and assurance to customers regarding products or services
• Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision & values and all applicable laws

Requirements:

• High school diploma or equivalent
• 3-5 years of Customer Service Related Experience Required
• Experience working with Microsoft Office Suite
• Excellent customer service skills while acting in a professional and courteous manner at all times
• Strong work ethic
• Bachelors degree strongly preferred
• Pharmaceutical experience preferred