BD (Becton, Dickinson and Company) Customer Service Representative-Liberator Medical Supply in Stuart, Florida
Job ID: 2018-12188
Career Level: entry level
Division: Liberator Bard Medical
Location: Stuart,Florida,United States
To provide effective customer service for all external Liberator Medical Supply, Inc. customers by utilizing in-depth knowledge of company products and programs.
Summary of Position with General Responsibilities:
1.Provide timely and accurate information to customers regarding their order status and/orproduct information requests
2.Process customer orders/changes according to established department and intra-departmental policies and procedures. To include recalling a shipment in route, recovering packages shipped in error, and tracking package locations.
3.Process customer returns according to established department policies and procedures. To include thorough knowledge on the departmental return merchandise authorization process (RMA) .
4.Work closely with the Medical Billing department to resolved disputed Billing charges
5.Provide timely feedback to Customer Service Management regarding service failures or customer concerns. To include active participation in the Customer Satisfaction Dialer and Surveys
6.Knowledgeable in regards to PECOS (The Provider Enrollment Chain and Ownership System) and have the ability to explain the process to patients and physicians.
7.Documenting customer calls within the organizations propriety software systems to include the creating and processing of service tickets.
8.Effectively overcoming objections relative to customer cancellations and management escalations in line with the company code of conduct and departmental customer service protocol.
9.Communication of Liberator Medical Supply’s Mission and Core values through an expression and communication of Care and Appreciation to all customers
Essential job Functions:
1.Partner with Sales Representatives to meet or exceed customer service expectations
2.Daily review of the Contact Delivery Exception Reportsfor Fedex, UPS, and USPS to include vendor or customer contact regarding exception reasons and internal operational follow-up to remedy any shipment issues
3.Daily review of the dropped call list to include transferring messages to appropriate departments via the internal phone system and/or e-mail
4.Processing all Mastectomy product returns and exchanges and properly documenting them via the company proprietary software as a Mastectomy Call tag
5.Monitoring Customer Service Rush Board and communicating with operations to ensure that all priority customer orders and sent out by the end of each business day
6.Performing other duties and responsibilities as requested, directed, or assigned
High School Diploma or general education degree (GED)
Additional Desirable Qualifications Skills and Knowledge:
One to two years related experience and/or training; or equivalent combination of education and experience.
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status