A Heritage of Precision, Innovation and Quality
Beaver-Visitec International is focused on developing and manufacturing new, innovative and reliable products for a variety of ophthalmic and specialty microsurgical procedures. Our products are distributed worldwide by sales and marketing professionals recognized throughout the industry for their clinical expertise and outstanding customer service. We have that “start-up” feel but have several well-established and recognized brands in our portfolio. We are continuously striving to improve our existing products while creating new, innovative products as technologies and market needs change.
We are currently seeking a CUSTOMER SUPPORT REPRESENTATIVE.to join the US customer service team.
The primary objective of this position is to provide the highest level of customer satisfaction possible to Beaver-Visitec Customers and Sales Representatives. All representatives have the responsibility to provide superior support to external and internal customers. This support will include the following types of tasks: phone/email support, order processing, inquiry response, complaint resolution, data entry and some level of technical product support. The Customer Support Representative will interact with customers to offer solutions by utilizing in-depth knowledge of company products and programs. As the face of BVI, each team member will attempt to add value when interacting with our customers. The Representative will work as a team or individually to resolve problems promptly in a positive win/win manner that will promote customer loyalty in accordance with company policy. He/She will also take initiative and ownership to meet or exceed established department standards/goals and communicated individual metrics.
Key Responsibilities Include: Inbound Phone Coverage: Handle all inbound call requests including processing phone orders, claims creation in CRM, providing product/technical information, pricing requests and communicating general information. Will utilize the ERP System to provide prompt and efficient information to customers relating to the above information. Contribute to achieving key metric related to answering 96% of calls within 30 seconds. Order Processing: Via fax, email or automated order handling(EDI and GFAX platforms). Special orders, drop shipments and customer change requests may be requested. Orders are processed within 30-60 minutes in IFS. Order accuracy metric achievement required to be greater than 99%. Problem Resolution: Analyze customer scenarios with a sense of urgency and present creative solution/s to enable Customer Satisfaction. Work with the necessary department or leader/s to escalate situations as needed. Provide feedback on department policies and procedures to impact our continuous improvement. Creating & updating various aspects of our CRM system. Cases are updated real-time.
Required: Bachelor's degree. Minimum 2 years of proven customer service experience. Must have excellent PC/system skills with the ability to learn software programs including Excel, Word, PowerPoint, Outlook and other databases/ERP Systems. Strong data entry skills. ttention to detail including accuracy, efficiency are a must. The representative will have effective verbal and written communication skills and will be comfortable interacting with external and internal customers in a professional manner via the phone. Hours 9-6 pm .
Preferred: Medical device, healthcare industry, call center experience. High level of knowledge of customer service standards, procedures, principles and practices is desirable. IFS and Salesforce database experience a plus.
Beaver Visitec International is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.