Job Description

• Process customer orders via telephone, fax, email and/or EDI.
• Provide accurate pricing; research and address pricing discrepancies.
• Suggest alternative product options; up sell and/or cross sell where appropriate.
• Ensure that product and quantities delivered are what customers anticipate receiving.
• Monitor and track orders already placed to apprise customers of back orders and delivery exceptions.
• Be familiar enough with product information and performance expectations of inventory in all brand lines in order to answer questions and/or trouble-shoot basic issues for customers.
• Educate customers on company services and policies.
• Monitor calls in queue and prioritize tasks to support departmental call goals.
• Project professional, courteous and sincere image.
• Reduce repeat customer contact by providing proactive customer service with prompt follow up/follow through when appropriate.
• Maintain and archive all related paperwork per record retention policies.
• Research customer concerns and complaints, then take appropriate action within the parameters of company guidelines to negotiate resolutions satisfactory to both customer and company. Submit appropriate Catsweb forms to document actions.
• Immediately refer all product injury claims/allegations to Risk Management and Regulatory Affairs.
• Monitor orders to prevent inadvertent violations of FDA and/or Regulatory Guidelines. Forward complete and accurate documents to the Regulatory team to expedite the registering of those customers who wish to order regulated products.
• Work closely with all sales representatives, placing and monitoring their orders, answering their questions, resolving customer issues on their behalf, apprising them of potential problems and/or sales leads in their territories.
• Communicate with Distribution Center managers to facilitate the processing of problematic orders. Act as a communications conduit between Distribution Center managers and customers whenever there is a question about amending or shipping an order.
• Document customer interaction in appropriate places to facilitate resolution of possible internal or external queries about an order or an item entered thereon.
• Apprise management of relevant customer feedback including response to products; provide process and performance improvement recommendations.
• Actively increase product knowledge to decrease need for support to Customer Service from other departments.
• Handle appropriately any permanently assigned special projects such as back-order reports, freight claims, returns, credits, discontinued products, the Customer Service box, specially assigned CS customer or salesperson relationship or other task.
• Assist management with special projects and perform other related duties and tasks as required to support team and Company goals.
• Promote team environment through cooperation and communication
• Adhere to all Company Policies and Procedures and incorporate sound safety practices in day to day work environment.

Qualifications

To perform this job successfully, an individual must possess excellent verbal and written skills, demonstrated analytical and problem-solving skills, sense of urgency, computer literacy, attention to detail, excellent multitask and time management skills, professional phone manner and ability to work independently and as part of a team in a high volume fast paced work environment. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Associate Degree and/or a minimum of three years related experience and/or training; or equivalent combination of education and experience preferred.

Additional Information

• * Fantastic, casual working environment
  

  • Combination on-site and remote work experience
  • On premises gym
  • Friendly
  • Comprehensive benefit package
  • 401(k) with company match
  • Competitive health, dental and vision insurance plans
  • Paid Vacation, Holidays and Personal Days
  • Paid Life Insurance, Employee Assistance Program and Short-Term Disability