Cust Svc Representative I

: Description:

The Customer Service Representative I (CSR I) will be responsible for taking incoming calls, processing orders, and addressing product issues, order inquiries, and other concerns from our customers to their satisfaction. Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with each customer/caller. The successful candidate will be required to develop a comprehensive understanding of our Customer Service policies and know when issues must be escalated to the proper sources for resolution.

Requirements:

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Manage assigned sales territory needs of GCA Business Partners, GCA Sales Associates and Dealer partner associates
• Process all purchase orders and promotional free good invoices daily in accordance with the department's KPI standards
• Handle inquiries regarding placing orders, invoicing, and credits
• Answer product questions requiring knowledge of the Instructions for Use
• Escalate calls requiring additional technical knowledge to CS Supervisor, Inside Sales, or external Technical Reps as needed
• Process Return Authorizations, Credits, Debits, and issue UPS call tags
• Process product and shipping complaints in the CRM system
• Provide price quotes
• Manage open orders in accordance with the department's KPI standards
• Review inventory availability with customers as requested
• Follow up with customers questions within one business day

Basic Requirements

• High School Diploma or GED
• 2+ years' experience in a customer service role or related area
• Excellent verbal communication skills (diction, clarity, pronunciation, grammar)
• Detail oriented.
• Strong sense of urgency, time management and organization skills
• Ability to work well in a team environment
• Good interpersonal and negotiation skills
• Must have proficient typing skills Strong sense of professionalism and discretion required
• Must be able to work independently without close supervision
• Ability to handle multiple tasks with accuracy, prioritize effectively and meet deadlines
• Basic computer skills required
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint) and Outlook email required
• Use of copy machine, fax machine, and other general office equipment required

Preferred Qualifications

• College degree or technical training a plus
• Multi-lingual, especially Spanish, a plus
• Dental office/dental assistant experience a plus
• Knowledge of SAP modules a plus
• Previous experience with CRM systems a plus

Benefits:

• 401(k) through Fidelity and company matching 10%
• Dental insurance with Delta Dental PPO
• Health insurance BCBS Illinois PPO
• Employee assistance program
• Health savings account
• Company Paid Life Insurance two times the annual salary
• Paid time off, including an extra paid week off the week between Christmas and New Year
• Tuition reimbursement
• Vision insurance EyeMed