Job Title: Customer Service
Location: Lake Forest, IL 60045 / Remote
Duration: 12 Months

Responsibilities:

• This position is Customer Service in a Call Center for a company providing healthcare products to customers.
• Working in this position, you will be handling both phone and email communications from both internal and external customers.
• The position will require accessing multiple systems to complete these activities; therefore, an ability to multi-task during live interactions will be required.

Duties & Responsibilities:

• Be available on a toll-free phone line to respond to customer phone inquiries, while working emails in between calls.
• Provide a solution for all customers utilizing only approved resources and tools.
• Maintain pleasant & professional tone on all written and phone communications.
• Process customer orders.
• Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA, etc.).
• Create incidents, tasks, and inquires within Oracle Service Cloud where applicable and respond to those inquiry types assigned.
• Review orders for product availability.
• Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions, availability, shipping dates and back order resolution.
• Coordinate with the shipping companies regarding order status and P.O.Ds.
• Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery.
• Other miscellaneous duties or special projects as assigned.

Knowledge, Skills & Qualifications

• Excellent verbal and written communication skills.
• Basic excel skills.
• Ability to learn remotely via WebEx and work remotely.
• Ability to communicate clearly and effectively- in a positive manner.
• Ability to manage tasks in a high- pressure environment using multiple tools and monitor screens.
• Ability to multi-task in a faced-paced environment.

Education and Experience

• High School diploma required; college degree a plus.
• ERP experience a plus (i.e. Oracle, SAP, JD Edwards, etc.), computer skills required, working knowledge of MS Office.
• Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry Quiet workspace due to live phone interactions.