Customer Care Specialist I

NATURE AND SCOPE:

The Customer Care Specialist offers excellent customer service by responding to customer telephone, email and fax inquiries; placing product orders; following up on inquiries and orders; ensures timely shipment of orders; verifies credit standing; provides or recommends solutions to a wide variety of problems; provides information about the product lines to customers; promotes all selling initiatives and works with general supervision and direction to ensure WOW customer service.

PRINCIPAL ACCOUNTABILITIES:

• Deliver Excellent Customer Service on every call, incorporating all necessary call requirements.
• Maintain a high order accuracy rate with minimal to no errors, consistently meeting the department minimum order accuracy percentage of 99.80%.
• Maintain the department minimum requirements for calls handled and orders placed.
• Proven attendance record.
• Proficient in SAP, MyFluVaccine.com and SalesForce, ORT, and Biosupply as it relates to the order entry process.
• On call rotation for the following queues: Flu, Customer Service, and Sales. Includes answering customer requests, checking product availability, prices and account status. 
• Ability to process department orders through all channels within 1 hour of receipt.
• Maintain all customer files.
• On rotation for the FFF Customer Care Box, and RightFax.
• Ability to respond to MyFluVaccine.com customer emails within an hour of receipt.
• Essential SOP knowledge: Service Recovery, Discrepancies and Damages, Product Complaints, RGA’s, Credit Request, New Account Process, Inventory Control (Backorders), Order Tracking, Dropship order Process, GHX order process.
• Work with other departments to manage and ship product in most efficient manner.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the Company. Immediately report any concerns or violations.
• Display dedication to the position responsibilities and achieve assigned goals and objectives.
• Displays a consistent positive and professional attitude with customers and all levels of employees
• Other duties as assigned.

DIMENSION:

Annual sales of $1 Billion Dollars

Approximately 275 customer service calls in department per day.

SUPERVISORY RESPONSIBILITIES:

None.

KNOWLEDGE, SKILLS AND ABILITIES:

Represent the Company in a professional manner and appearance at all times.

Understand and internalize the Company’s purpose; Display loyalty to the Company and its organizational values.

Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.

Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.

EDUCATION AND EXPERIENCE DESIRED:

• HS Diploma or equivalent.
• Minimum 2 years experience in a customer service environment, preferably call center.  Proven experience providing “above and beyond” customer service.
• Experienced in order entry, processing live customer call orders and researching account information as well as handling complaints and billing inquiries.
• Excellent oral and written communication skills.
• Positive attitude and team player.
• Follows established procedures and processes with little deviation.

Typical Office Environment:

No unusual exposures

Equipment Used:

Operate office equipment

Physical Requirements:

While performing the duties of this position, the employee is required to regularly use hands to finger, handle or feel objects, tools, controls and equipment.  The employee must be able to walk, sit and stand.  The employee occasionally lifts up to 20 lbs. and occasionally kneels and bends.

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

EEO/AAP Statement:

FFF Enterprises is an EEO/AAP employer; all business decisions (employment, promotions, compensation, etc) are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status.