Senior Customer Care Representative

Company: OraSure Technologies
Location: Bethlehem
Posted on: January 16, 2022

Job Description:

SUMMARY
Assist with planning and coordinating activities of customer care worked engaged in ensuring customer satisfaction through processing orders and coordination with other departments or functions as required. Maintain direct contact with the customers and support the sales team.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Schedule and assist with departmental work flow, equipment and other resources in order to meet day-to-day commitments and short-term departmental goals

Main contact in department to field daily questions from customer care team, bringing any difficult questions to manager

Help team investigate concerns, such as those pertaining to prices or service in connection with any product offered. Offer resolutions and escalate to manager as needed

Review reports of findings and recommends response to customer issues, considering the nature and complexity of issues, requirements and actions of group to ensure settlements are made correctly and satisfactorily.

Recommends and implements new procedures

Handles more complex queries escalated to you by the team

Help develop short term departmental goals

Shares knowledge of the industry and internal processes of the company

Assist with planning phone, lunch and break schedules; ensure proper coverage during regular business hours (8:00 am - 6:30 pm) as well as peak call times

Back up to customer care schedules for vacations, holidays, snow days, etc

Assure that all orders are processed accurately and promptly in SAP system through appropriate sharing of responsibilities

Interface with Operations (specifically Manufacturing and Shipping/Receiving) to expedite special customer needs, returned goods, shipping requirements, solve discrepancies and track orders (work closely with the Federal Express 1 Call team to ensure timely delivery of product if there is an issue)

Assist with the processing of returns and credits, interfacing with customer care, accounting sales representatives, sales directors and customer regarding invoicing and credits/free goods.
Answer incoming calls to the customer care hunt group, as needed, and process incoming sales orders - with a main focus on standing orders (obtaining and processing)

EDUCATION and/or EXPERIENCE
Associates degree in business or related field or equivalent work experience

3+ years of working experience in a Customer Service environment

QUALIFICATIONS
Experience with Salesforce strongly preferred

Strong oral and written communication skills and basic mathematics skills are required to communicate effectively by phone and in person with external and internal customers

Windows-based computer skills, familiarity with Microsoft Word and Excel and Goldmine desirable.
Good organizational skills are required. Ability to manage multiple priorities is necessary

Ability to work well with others, give direction, train others and communicate effectively

OraSure and its subsidiaries is committed to ensuring equal employment opportunities for all. All employment decisions, policies and practices are in accordance with applicable federal, state and local anti-discrimination laws.
OraSure Technologies is an Equal Opportunity Employer
EOE/AA

Keywords: OraSure Technologies, Bethlehem , Senior Customer Care Representative, Accounting, Auditing , Bethlehem, Pennsylvania