Customer Service Representative

Associates of Cape Cod, Inc • East Falmouth, MA • 8h ago

The Customer Service Representative (CSR) is responsible for interacting
with customers via the phone to process orders for products & services
for worldwide distribution. This position requires excellent
interpersonal & communication skills, a comm& of the ACC ordering system
& an in-depth knowledge of the products & their uses. The CSR needs to
be comfortable with speaking with customers to build rapport, & be able
to resolve minor disputes amiably so as to retain the customer\'s
loyalty to ACC. GENERAL RESPONSIBILITIES: Accurately process & manage
complex customer orders through ERP/CRM systems. Coordinate with
manufacturing, sales, & technical service to ensure timely fulfillment.
Provide professional customer support & resolve issues promptly to
retain customer loyalty. Maintain accurate account records, invoicing, &
billing documentation. Monitor inventory status & proactively
communicate with customers & internal teams. KNOWLEDGE & SKILL
REQUIREMENTS: Hands-on experience with ERP/order management systems
(SAP, Microsoft Dynamics, Oracle, or similar). Strong organizational
skills, attention to detail, & a proven work ethic. Excellent written &
verbal communication skills. Self-starter, highly motivated with the
ability to multitask in a fast-paced environment. Willing to learn new
technologies. Microsoft Excel, Word. Knowledge of ACC products.
EDUCATION & EXPERIENCE: 3-5 years of customer service experience in a
B2B or regulated industry (life sciences, pharma, or medical device
preferred). Must have a minimum of a High School diploma; Bachelor?s
degree preferred; or equivalent combination of experience & education
required. GENERAL COMPETENCIES: Communicates well (written & verbal),
delivers presentations, has good listening skills Performs tasks with a
computer. Email, research, interaction with others via the internet.
Creating & editing documents typically utilizing MSOffice; word
documents, spreadsheets & create a slide presentation (power point). The
level of proficiency is defined by the requirements of the position held
Good listener, committed to finding solutions to problems, works well
with difficult people Works well with internal & external customers,
promotes a positive image of the company, strives to solve issues raised
by customers Able to reach fact-based decisions, takes thoughtful
approach when considering options, seeks input from others, makes
difficult decisions Meets deadlines, works independently, accountable,
maintains focus, punctual, good attendance record Honest, accountable,
maintain confidentiality Provides the information people need to know to
do their jobs & to feel good about being a member of the team, unit &/or
the organization; provides individuals information so that they can make
accurate decisions; is timely with the information. Effectively
communicates up & down the chain of comm&. Takes action, seeks new
opportunities, strives to see projects to completion within the
boundaries of the job description Builds strong relationships, is
flexible/adaptable, works well with others, solicits feedback
Information is organized & accessible, maintains an efficient workspace,
manages time well. Manages workload, works efficiently, & meets goals &
objectives. Strives to eliminate errors, accurate work is a priority,
seeks opportunities to improve product/services, compliant with quality
system requirements. Meets deadlines, establishes appropriate priority,
gets the job done in a timely manner. Accountable to team, works to meet
established deliverables, appreciates view of team members, respectful.
PHYSICAL REQUIREMENTS: Constantly sit, frequently stand & walk.
Constantly use h&ands to finger, handle, or feel. Constantly reach with
hands or arms. Occasionally stoop, kneel, crouch, or crawl. Constantly
talk or hear. Lift 1-10 lbs. 1-33% of the time. Carry 1-10 lbs., 1-33%
of the time. Work environment for this job is very quiet.

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