ROLE
This bi-lingual position will focus on two aspects; Customer Service and Inside Sales. This position is first point of contact for internal a ... more
This bi-lingual position will focus on two aspects; Customer Service and Inside Sales. This position is first point of contact for internal and external customers. Reps will offer product support and deliver premium level of service with needs, problems, and education of products. Outgoing and incoming telephone communication and relationship building with customers in order to improve sales of products.
DUTIES&RESPONSIBILITIES
Customer Service
Act as primary interface between customer & vendor and other internal departments as necessary
Respond to high volume of inbound inquiries, complaints and order requests via telephone calls, email and fax correspondence. Generate call log entry, and manage open pick tickets daily
Accurately process customer orders, Return Goods Authorizations,Expedite when necessary.
Coordinate with Customer Alliance Manager, Shipping and other departments to ensure order fulfillment
Answer and educate internal and external customers about products
Inside Sales
Proactively communicate with a target list of territory of customers in order to build relationships and rapport that lead to improved loyalty of products
Support outside sales force with customer contacts and feedback.
Collaborate with outside sales force on current customer dealings and share data when applicable
Provide patient, dealer and physician support for all products
Generate and provide feedback to Customer Alliance Manager on daily basis
KNOWLEDGE
Bi-lingual/Spanish speaking is required
In depth knowledge of Call Center and Customer Service processes
Knowledge of how to communicate value-added features and benefits to customers
Upselling abilities
Basic knowledge of respiratory diseases and medications
SKILLS REQUIRED
Facilitating poblem resolution and offer solutions
;Excellent analytical, communuication; verbal and written; and interpersonal skills
Solid organization and planning skills that display quality mind set and work habits
Professional telephone etiquette
Clear, articulate communication
Understands sales distribution process and channels for products
ABILITIES REQUIRED
Ability to follow simple and complex work instructions and actively listens
Ability to handle challenging calls in professional, calm manner
Must be able to multitask and work in extremely fast paced environment
Contribute positively to morale, and discourages negative non-productive behaviors
Behavioral Requirements
Remain calm and professional when dealing with challening internal or external customers
Positive attitude
Takes ownership of issues from start to finish
Maintain spirit of cooperation to assist Commercial Team
Focused, trust-worthy, tactful, and detail oriented
High ethical and moral decision making abilities
Quality mind-set and work habits
Reliable, Dependable, flexible
Customer focused, motivated to please others while projecting positive image |
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