Summary:

A Boiron Customer Service Representative is responsible to reflect company values including friendliness, reliable service and teamwork in communications by phone and in writing with customers, consumers and Boiron sales representatives. The primary task includes receiving entering, updating, and processing of orders, returns requests, overages, shortages, and damages.

Responsibilities:

• Receive and process order information from customers and Boiron sales representatives.
• Manage inbound/outbound calls.
• Performing duties such as answering the phone, maintaining accurate records, faxing, copying and filing.
• Process appropriate follow-ups in a timely manner.
• Conduct research and analyze specific customer issues/complaints to resolution.
• Ensures that customer orders, claims, credits, invoices and returns are processed within the Order Management system, per department procedures, timely and accurately.
• Uses systems and resources within functional area as primary tools to address and fulfill customer needs.
• Responsible for order processing, including taking orders over the phone and fax, and resolving issues with EDI orders.
• Responding to requests for information regarding orders, product availability, delivery status, pricing and all other Customer Service inquiries.  Trace and track shipments for customers.
• Maintain and update Customer files.
• Allocate product in short supply.  Maintain reserve inventory to ensure product availability for key accounts during a product shortage.
• Coordinate activities associated with a new product launch, including special pricing, credit terms, delivery and inventory.
• Contribute to the team effort by performing other job-related duties as assigned.

Requirements:

• Education: high school diploma or equivalent
• Requires the ability to read and follow instructions.
• 1-2 years’ experience in a customer service setting and data entry experience, preferably in a call center environment
• Requires proficiency in Microsoft Office products including, Excel, Word, Access and Outlook are required.
• Excellent phone presentation skills and communication skills
• Ability to work in fast-paced, call center environment
• Proven ability to work alone following policy, procedure and practice.
• Experience researching and analyzing customer issues strongly preferred.
• Must be 18 years of age or older.
• Ability to be a positive team member

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle or feel, reach with hands and arms, and talk and hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

KNOWLEDGE, SKILLS, and ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Has ability to allocate time and input daily hours properly.
• Safety and security—Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.
• Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.