Customer Service Specialist

Key Attributes: Self-driven, independent, critical thinking abilityComputer, communication, and self-drive skillsCustomer service skillsResponsibilities: Urgent and expedited tasksHelps get products to customers on timeHandle productivity case work, closing cases and measuring productivityUtilize various systems and programs, including Salesforce and proprietary softwareWork Environment: Not a call center; 10-12 phone calls on a busy day, alongside working casesStart on cases from the previous day and work them throughout the day, considering time zones in different statesEmphasis on urgency and organizationImpact: Provide tools and supplies needed by doctors and nurses for patient careMissing an order can delay surgeriesBusiness-to-business interactions, supporting the people doctors and nurses rely onCase Examples: ETA requests: "Hey, the product was due in yesterday, can I get tracking information?"Product availability: "Order for 10 of these and we don’t have it, do you have a substitute product?"Order discrepancies: "I ordered 10 and only got 8" or "This is damaged"Case Management: Use Salesforce for case management systemsGenerate cases via email or phone calls (80-90% are email-generated cases)Communication and problem-solving are crucialResearch processes, identify contacts, and follow proceduresLooking for candidates who want to make a career in this field and can work in the grey areasSmall misses are significant; wrong order number or wrong date can have major impacts Targeting pay between $20-25/hr depending on experience.

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Customer Service Specialist

Customer Service Specialist

            • Key Attributes:

              Self-driven, independent, critical thinking ability
            • Computer, communication, and self-drive skills
            • Customer service skills
            Responsibilities:

            Urgent and expedited tasks
          • Helps get products to customers on time
          • Handle productivity case work, closing cases and measuring productivity
          • Utilize various systems and programs, including Salesforce and proprietary software
          Work Environment:

          Not a call center; 10-12 phone calls on a busy day, alongside working cases
        • Start on cases from the previous day and work them throughout the day, considering time zones in different states
        • Emphasis on urgency and organization
        Impact:

        Provide tools and supplies needed by doctors and nurses for patient care
      • Missing an order can delay surgeries
      • Business-to-business interactions, supporting the people doctors and nurses rely on
      Case Examples:

      ETA requests: "Hey, the product was due in yesterday, can I get tracking information?"
    • Product availability: "Order for 10 of these and we don’t have it, do you have a substitute product?"
    • Order discrepancies: "I ordered 10 and only got 8" or "This is damaged"
    Case Management:

    Use Salesforce for case management systems
  • Generate cases via email or phone calls (80-90% are email-generated cases)
  • Communication and problem-solving are crucial
  • Research processes, identify contacts, and follow procedures
  • Looking for candidates who want to make a career in this field and can work in the grey areas
  • Small misses are significant; wrong order number or wrong date can have major impacts

Targeting pay between $20-25/hr depending on experience.