Customer Service Representative

Job Summary The Customer Service Representative is responsible for providing exceptional customer service by acknowledging the customers needs in a professional and friendly manner. Responsible for answering customer calls, placing customer orders, returns, product availability, back orders, allocations, shipping and problem resolution of inquiries related to the above. Must demonstrate a positive, proactive, professional, can do attitude in responding to customers needs. Customers must be treated as individuals with unique needs and customer service needs to express concern for customers feelings by being empathetic, flexible and responsive. This is a hybrid position, and the selected candidate will be required to work onsite in the Lake Zurich, Illinois office 3 days a week. Salary Range: $20.00 - $23.00 per hour Final pay determinations will depend on various factors, including, but not limited to experience level, education, knowledge, skills, and abilities. Our benefits and programs are comprehensive and thoughtfully crafted to ensure our colleagues live healthy lives and have support when it matters most. Responsibilities Enters customer orders via telephone, mail, email, international, Utilizing SAP, SalesForce.com Handles all incoming customer inquiries and complaints (re: product availability, placing order, pricing, returns). Authorize return goods from customers due to overstock, damages, expiration, etc. Assists with credits, debits, returns, shortages, etc. and the dispute management module as needed. Issues credits/debits to customers. Tracks shipments from warehouses as needed either proactively or reactively to respond to an inquiry. Handles manual allocation process on low inventory products. Conducts follow up calls to internal/external customers promptly. Supports unique requirements of various business units (i.e. repairs, recalls, replacements, etc.). Works in partnership with Sales & other cross functional departments to meet/exceed internal customers needs and expectations. Works as a team to respond to customer requests and to solve customer problems. Utilizes appropriate resources to respond to requests as needed. All employees are responsible for ensuring the compliance to company documents, programs and activities related to Health, Safety, Environment, Energy and Quality Management System as per your roles and responsibilities. Participates in any and all reasonable work activities as assigned by management. Requirements High school diploma or equivalent (Associates/Bachelors degree preferred). 1-3 years of related work experience. Knowledge of healthcare, pharmaceutical, and/or medical device industries is strongly preferred. Demonstrated excellent customer service skills accompanied with effective communication skills (verbal and written). Solid organizational skills, attention to detail, and ability to multi-task in a fast-paced deadline driven environment. Intermediate skill set with Microsoft Office applications (Excel, Word, PowerPoint). Experience with ERPs (SAP preferred) and knowledge of other database concepts. Ability to research and resolve customer issues. Ability to consistently accomplish a large volume of work accurately. Excellent interpersonal skills and willingness to be a team player in varied capacities. Team player with ability to take direction from multiple individuals and interact effectively cross-functionally. Ability to work effectively with all employees and external business contacts while conveying a positive, service-oriented attitude. Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment. Ability to work and manage change within a dynamic, fast-paced environment. Additional Information We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company contribution, and wellness program. Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status. Fresenius Kabi (www.CaringForLife.us) is a global health care company that specializes in injectable medicines, biosimilars, and technologies for infusion, transfusion, and clinical nutrition. Our expansive portfolio of products and global network of science and manufacturing centers provide essential support for the care of critical and chronically ill patients. With more than 41,000 employees worldwide, our dedicated team is united by our shared purpose: to put lifesaving medicines and technologies in the hands of people who care for patients and to find answers to the challenges they face. We call this purpose caring for life. Our U.S. headquarters is in Lake Zurich, Illinois and the companys global headquarters is in Bad Homburg, Germany. Follow us on LinkedIn to learn more: http://bit.ly/3KdaGJr Fresenius Kabi is aware that scammers may attempt to impersonate our recruiters. While we have limited ability to stop these illegitimate efforts, there are some things you can do to protect yourself and not waste time communicating with an imposter. Check the email address messages from our recruiters will always come from a company account with the Fresenius-kabi.com domain. We have seen imposters send emails using Fresenius-kaabi.com which of course includes an extra a in Kabi. Check our website to see if the position you were contacted about is actually posted. Be wary if someone asks you for personal information. We do not need your drivers license, social security number, or bank account information before we have made you a conditional offer of employment. Refuse to pay any upfront fees. Fresenius Kabi never charges you a fee to apply for a job at Fresenius Kabi. We will not send you an invoice for equipment (such as a laptop) that we promise to order and reimburse you for once you start working. If you have any questions at any stage of the process, contact us at Careers@fresenius-kabi.com. Do not use any contact information in an unsolicited email. We look forward to talking to you about joining our team.