Customer Service Rep

Job Summary The Customer Service Rep acts as primary contact for order fulfillment, customer product inquiries, credits/debits, returns and satisfaction issues. Responsible for processing phone, fax and email orders, manage order exceptions, perform order tracking and root cause diagnostics of service failures. Investigate problems related to shipment of products, returns, credits and new orders. 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 - $22.00 per hour based on experience 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 Will process orders from customers via phone, e-mail and fax. Manage customer orders (open order report, order confirmation, queries, and delivery investigations), escalations, inquiries & disputes. Resolve complex customer questions, complaints, and requests (order tracking, availability checks, late delivery notifications, back-order notifications, and resolve problems related to shipment of products, returns, credits, and new orders). Process credits, debits, and returns. Build loyal relationships with customers by understanding and supporting their needs, following through with your commitments, and providing high quality customer service. Close cooperation with the Sales team and Warehouse Operations to ensure smooth delivery of products to the customers. Meet department KPIs and metrics (order accuracy, on-time order placement, customer satisfaction score, etc.) Actively participate in the Medical Device Customer Experience program. Performs specialty activities as outlined in the Performance Management Objectives. Participate in ongoing product and business training All employees are responsible for ensuring the compliance to company documents, programs and activities related to the Health, Safety, Environment, Energy, and Quality Management Systems, as per your roles and responsibilities Requirements 1 + years of customer facing experience. Excellent customer service, communication (verbal & written) and problem resolution skills. Demonstrated capability to establish rapport with customers while maintaining a commitment to customer satisfaction. Ability to ask the right questions and lead conversations, including probing and listening. Ability to interact effectively and build relationships with internal and external team members. Strong organizational, prioritization and multi-tasking skills. Excellent multi-tasking skills: listening, inputting data, probing, providing solutions, navigating through various screens while applying basic customer satisfaction techniques. Strong interpersonal communication skills and capable of building good working relationships. Self-motivated, team player and quick learner. Comfortable working in a structured, fast paced and changing environment. SAP experience is preferred. SharePoint experience is a plus. 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.