Visa Sponsorship is not available for this role.
Every team member, every activity we undertake, and every policy we enact must reflect our core values:
Integrity - consistent, honest, and truthful.
Commitment - a pledge or a promise. We are committed to Valuing Life and putting our patients first.
Open-mindedness - Receptive to new or different ideas or opinions.
Search for Improvement - a continuous improvement culture.
Respect for People - empowerment of our people through knowledge and resources.
Job Summary: The Customer Service Representative is responsible for providing timely, efficient, and professional support to both internal and external customers regarding the products offered by Vygon Corporation. This role requires effective communication and problem-solving skills to ensure customer satisfaction. Primary duties include handling inquiries, providing information, resolving issues, and generating leads in alignment with company protocols and customer service standards. This position reports directly to the Customer Service Supervisor.
Essential Functions:
- Customer Communication: Receive and place calls to customers, maintaining professional and courteous interactions at all times.
- Relationship Management: Build and maintain strong customer relationships through clear, open, and interactive communication.
- Data Entry: Ensure all customer data is entered accurately into the system and is compliant with established protocols.
- Complaint Handling: Address customer complaints, provide appropriate solutions, and follow up to ensure full resolution within established time limits.
- Sales Support: Identify opportunities to generate sales leads and communicate them to the appropriate team members.
- Product Knowledge: Maintain up-to-date knowledge of company products and services to provide accurate information to customers.
- Escalation Management: Identify and escalate complex issues to the appropriate departments when necessary.
- Customer Interaction Channels: Respond to inquiries via phone, email, or chat in a timely and professional manner.
- Logistics Support: Provide tracking information and assist with claims for damaged shipments upon request.
- Attendance: Exemplary attendance is required to meet customer needs consistently. This is an onsite position.
Education and Experience Requirements:
- High School Diploma or equivalent required.
- Minimum of 2 years of direct customer service experience, ideally in a role interacting with both customers and internal teams such as sales representatives and management.
Knowledge, Skills, and Abilities:
- Strong interpersonal skills to engage effectively with customers and internal teams.
- Proficient phone handling and active listening skills.
- Strong time management skills with the ability to prioritize and manage multiple tasks.
- Analytical and problem-solving skills to resolve customer issues.
- Accurate data entry and experience with electronic ordering systems.
- Keen attention to detail and strong organizational skills.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office Suite.
- Ability to work collaboratively in a team environment and provide a positive customer experience.
- Ability to thrive in a fast-paced environment.
FLSA Evaluation:
This position is classified as non-exempt and is eligible for overtime under the Fair Labor Standards Act (FLSA).
Environmental Conditions:
Work is primarily performed in an office environment with frequent use of computers and telephones.
Physical Requirements:
- Primarily a sedentary role, though some filing and handling of documents is required.
- Must be able to lift and move items up to 20 pounds occasionally.
- Frequent standing, walking, and sitting are necessary.
Other Duties: This job description is intended to outline the primary duties, responsibilities, and requirements of the position. It is not all-inclusive, and the company reserves the right to amend or modify this description as needed.