Customer Order Mgmt Rep

Description:

Customer Service Representatives

100% remote - Eastern Standard Time Zone candidates highly preferred. Must have hi speed internet connection, quiet place to set up home office, computer and necessary equipment will be provided by the client. Candidates submitted should be self disciplined and able to work with minimal supervision.

Pay Rate $15
Bill Rate $19.05
OT Bill Rate $26.55

3 days - 9AM - 5:30PM
1 day 10:30AM - 7PM
1 day 12:30PM - 9PM

Phone interviews will be conducted ~ request to reschedule highly discouraged. When accepting phone screen interview request please provide applicants email address for a confirmation email to be sent with interview date and time.

Job Summary:

To provide effective customer service for all external Liberator Medical Supply, Inc. customers by utilizing in-depth knowledge of company products and programs.

Job Description:

PRIMARY DUTIES AND RESPONSIBILITIES
Provide timely and accurate information to customers regarding their order status and/or product information requests.
Process customer orders/changes according to established department and intra-departmental policies and procedures, including recalling a shipment in route, recovering packages shipped in error, and tracking package locations.
Process customer returns according to established department policies and procedures, including thorough knowledge on the departmental return merchandise authorization process (RMA) .
Work closely with the Medical Billing department to resolved disputed Billing charges.
Provide timely feedback to Customer Service Management regarding service failures or customer concerns.
Documenting customer calls within the organizations propriety software systems to include the creating and processing of service tickets.
Effectively overcoming objections relative to customer cancellations and management escalations in line with the company code of conduct and departmental customer service protocol.
Communication of Liberator Medical Supply's Mission and Core values through an expression and communication of Care and Appreciation to all customers.
ANCILLARY DUTIES AND RESPONSIBILITIES
Partner with Sales Representatives to meet or exceed customer service expectations.
Daily review of the Contact Delivery Exception Reports for Fedex, UPS, and USPS to include vendor or customer contact regarding exception reasons and internal operational follow-up to remedy any shipment issues.
Daily review of the dropped call list to include transferring messages to appropriate departments via the internal phone system and/or e-mail.
Monitoring Customer Service Rush Board and communicating with operations to ensure that all priority customer orders and sent out by the end of each business day.
Performing other duties and responsibilities as requested, directed, or assigned.

REPORTING RELATIONSHIP RESPONSIBILITIES
__x___ No supervisory responsibilities
______ Provides work direction only
______Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.
MINIMUM REQUIREMENTS OR QUALIFICATIONS (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
Education/

Experience:

High School Diploma or general education degree (GED); one to two years related experience and/or training; or equivalent combination of education and experience.

Skills:

Language:
Ability to read, analyze, and interpret medical supply publications, technical procedures, and sales training tools. Ability to write some external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or customers.
Math:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills.
Reasoning:
Ability to solve practical problems and deal with a variety of variables. Ability to…