Senior Customer Care Specialist

Location: Sarasota, FL

Position Scope:

The Senior Customer Service Specialist provides the primary point of contact for customers to answer inquiries about orders, pricing and product supply. The Senior Customer Service Specialist interacts with internal departments and provides timely resolution to issues.

Specific Responsibilities:

  • Maintain all activities to meet 100% on-time shipments case processing
  • Maintain effective collaboration with internal colleagues to meet corporate objectives and drive improved business results
  • Acts daily to support the growth efforts of the Company
  • Receive and process orders using SAP, providing information concerning changes in product availability, pricing and shipping
  • Coordinate documentation flow for each customer order, ensuring smooth and uninterrupted flow of paperwork from order placement to delivery of product
  • Function as the primary point of contact for customers, providing information about product availability; document requests and shipments. Interacts with customers via telephone, mail or email and analyzes requests for resolution
  • Maintain liaison with other departments for order completion and case processing
  • Coordinate customers’ service requirements (for example shipping preferences and limitations) with other appropriate departments as necessary to ensure effective customer service
  • Be familiar with customer contracts and pricing.
  • Maintain current knowledge of products, prices, contract terms, any marketing promotional services and other customer related activities
  • Investigate and resolve errors following company and customer procedures
  • Receive customer complaints which are service, or contract related and support timely resolution with appropriate personnel
  • Comply with Quality Systems and financial procedures as they relate to sales and service
  • Preparation of shipping documentation for customer orders or sample orders
  • Assume oversite of the Customer Service team and projects in absence of the Customer Service Manager
  • Responsible for other duties and special projects as assigned

Job Complexity:

The job requires the individual to work on problems of diverse scope. The position uses evaluation, judgement and interpretation to resolve issues. The position interacts internally with peers and management.

Required Qualifications:

  • Bachelor’s Degree in Marketing, Business or a related field or relevant experience
  • 2-4 years of experience in a customer service or administrative support role in a commercial industry
  • SAP experience processing purchase orders preferred
  • Professional verbal communication skills and a service-oriented demeanor
  • Demonstrated written communication skills including the ability to compose business correspondence

Desired Experience, Knowledge, and Skills:

  • Previous experience within the medical device/pharmaceutical industry preferred
  • Demonstrated experience with Microsoft Office Suite and database systems
  • Analytical and organizational skills
  • Proactive problem definition and creative problem-solving skills
  • Provide high energy and a readiness to collaborate with internal resources
  • Demonstrated teamwork skills and results orientation
  • Ability to work autonomously and effectively manage time
  • Presentation skills, both written and in platform presentation format
  • International customer service experience preferred

We are an equal opportunity employer, and we do not tolerate discrimination based on characteristics such as age, gender, gender identity and expression, genetic status, sexual orientation, race, ethnicity, national origin, religion, disability, military status, family status, or any other protected category under federal, state, or local law.

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