Representative, Customer Service

Job Title:

Representative (Customer Service)

Location:

Englewood, NJ

Duration:

- 12+ Months

Responsible for all PO (Bill Only, Ship and Bills, GHX and other future EDI platforms) entry accuracy as the front line for data entry. This includes pushing back where the data that has been submitted is incorrect or subpar.

Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process.

Follow up with hospital to collect purchase orders and clarify discrepancies.

Validate Surgery Product Usage

Check and validate accuracy of incoming surgery product usage cases.

Support Sales Reps in case of product usage discrepancies.

Support Sales Reps in case of product usage pricing.

Replenish Surgery Product Usage

Utilize appropriate platforms to replenish surgery product usage cases.

Verify accuracy of lot code reservations as needed and support actions needed for resolution and reservation.

Validate the ship to and replenishment locations of orders with sales and operations partners.

Provide Sales Support

Build relationships with Sales Reps and support requested product / case info.

Aid Reps with data entry into Rep Suite / Web Ops system as needed.

Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Research responses with sales.

Determine when Rep support requires escalation based on complexity of request and priority level of need.

Provide Customer Support Services

Be the customer-facing voice and develop creative solutions to customer issues. Provide phone support for inquiries from sales and healthcare professionals.

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Provide proactive updates on order status to accelerate billing process