Nesco Resource has partnered with a well-established, industry-leading manufacturer of medical supplies and healthcare products to identify a Senior Customer Service Representative. This is a full time/direct hire opportunity. The ideal candidate brings a positive attitude, enjoys working as part of a team, and values a respectful, drama-free work environment.
- Location: Hauppauge, NY -HYBRID: 4 days onsite (Mon-Thurs) and remote on Fri
- Shift/Schedule: M-F 8:30 am-5:15pm, with 45 min lunch
- Pay rate: $27-30/hour
- Receives customers' requests by telephone or email, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the request to the proper person.
- Analyzes transactions, corrects records, and adjusts errors.
- Supports sales team and provides samples for sales reps
- Maintains liaison with other departments for order completion.
- Works with other departments relative to order management, including determining if an order can/should be expedited or prioritized for shipment to a customer.
- Enters sales orders into the system, contacts customers to ascertain data omitted on orders, resolves customer questions related to orders, provides price quotations, traces status of orders through traffic and production departments at plant locations.
- Has knowledge of all product lines, prices, delivery time, drop ship items, various marketing promotional services, and similar data as required.
- Address and resolve EDI errors.
- Assists in pricing management in the system as provided by Pricing Administration, Customer Service Manager, or the Director of Sales Operations.
- Review the open order report daily to make sure there are no orders past due (not within standard lead time for shipment) and communicate with customers proactively regarding expected delays.
- Develop relationships with key customer counterparts to resolve ongoing challenges with order management.
- Communicate key information to the CSRs that may come from the plants directly relative to back orders or other temporary shipping related issues that should be consistently relayed to customers (i.e., We need to be giving the same message to our customers regarding a particular item and it's temporary lead time increasing, make sure the CSRs are all saying the same thing and not sharing confidential information).
- Manage all key communications to customers such as product discontinuation, changes to standard product specifications, planned shutdowns, policy changes etc.
- Responsible for reviewing and completing customers' requests not directly related to orders such as W9s, COIs, new product forms and similar requests.
- Be accountable and take ownership of the customer's experience from beginning to end as well identify opportunities to proactively meet customers' needs.
- Train new hires to understand policies, procedures, and products.
- Create a positive team environment by modeling appropriate behaviors.
- Customer service experience in manufacturing or a comparable industry while supporting products, production, logistics, or order fulfillment.
- Strong interpersonal skills.
- Bachelor's degree (B. A.) from a four-year college or university preferred; and three to five years related call center experience and/or training; or equivalent combination of education and experience.
- Knowledge of Microsoft Office and Teams.
- Proficiency in SAP and AS400 is preferred as daily use of both systems will be required in this position
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