Customer Relations Associate I
Overview
Work schedule: Monday - Friday; 9:30 am - 6:00 pm
This position is responsible for responding, in both English and French languages, to incoming Canadian activity to the CRC for both Vision Care and Pharma; and, provides customers with prompt, efficient service that supports the goals/objectives of the Customer Resource Center.
Responsibilities
- Handles incoming phone/fax/email activity by processing orders and providing problem resolution
- Utilizes sound judgment in making critical decisions (i.e. pricing, credits)
- Effectively uses technology and software, including Call Center Express, Salesforce.com, and Sharepoint, to respond to customers quickly and accurately
- Utilizes Salesforce.com to capture customer comments/concerns and view trend reports
- Possesses and effectively utilizes knowledge of current policies and procedures within the CRC; organizes and references all relevant communications
- Proactively identifies continuous improvement opportunities and process changes
- Supports team concepts and objectives, including those initiated by Sales/Marketing colleagues
- Effectively communicates with partners in distribution, shipping, sales, and marketing to enhance the customer experience
- Coordinates acceptable arrival dates, lead times, and carrier routings between accounts and distribution
- Resolves service issues that include late shipments, financial service requests, price discrepancies, open deductions, shipment status and billing inquiries
- Specialized responsibilities, as assigned
- Supports Vision Care and Pharma Sales Teams
- Handles EDI orders and service resolution for large retail and distributor accounts
- Inbound, Service, EDI Training, Consumer Affairs
- Initiates outbound customer calls to support business projects and plans
Key Relationships:
- External customers including eye care professionals, retail accounts and distributors: interaction with external sales team and various departments within the company.
Qualifications
- Very strong verbal communication skills and telephone personality
- Bilingual; fluent in English & French languages (written and verbal)
- High School Diploma, Associate’s Degree preferred
- Written & organization skills
- PC literate, keyboarding skills
- Able to multitask and work in a fast paced environment
- Quick learner,self-motivated and has the ability to project a positive attitude
- Has an interest and takes responsibility to build current skill sets and gain knowledge
- Previous customer service experience preferred