Customer Service Representative
Accriva Diagnostics
Remoto
Key Accountabilities
Administer Day-to-day Activities Of Customer Order Management, Specifically
- Oversee customer orders, including order entry, order status, document creation, stock allocation, order release, shipment tracking, sales recognition and document management.
- Regularly update customers, suppliers and internal stakeholders on order status and any issues.
- Handle customer inquiries, process returns, and resolve customer issues promptly.
- Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.
- Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action.
- Monitor and improve customer feedback systems.
- Understand customer expectations and translate the voice of the customer for internal stakeholders.
- Update and maintain presentations used in customer reviews.
- Identify and implement ways to better meet customer needs and provide superior customer service.
- Integrate customer data from various reporting channels as necessary.
- Produce and maintain reports presenting and analyzing key performance indicators.
- Support the preparation and review of internal and external scorecards.
- Monitor systems and processes to identify opportunities for continuous improvement.
- Develop and present recommended improvements to the Customer Service Manager.
- Model adherence to quality, compliance and/or safety requirements.
- Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
- Report any quality, safety or compliance incidents to the appropriate individuals and take immediate corrective action.