Job Information
Hologic Customer Service Administrator S2 CR in Alajuela, Costa Rica
Customer Service Administrator S2 CR
Alajuela, Costa Rica
Job Summary
This Customer Support Administrator is a valued member of Customer & Sales Support Team and serves as the primary point of contact for Breast & Skeletal Health (BSH) customers. The Customer Support Administrator delivers value throughout the disposable order journey by ensuring that all aspects are handled in an accurate and expeditious manner while delivering a great customer experience. This individual will partner closely with internal teams such as Sales, Sales Support, Distribution, Supply & Demand, National Contracts, and Accounts Receivable to ensure optimal customer experience.
Education
- Bachelor’s degree, or equivalent experience
Experience
2 years of relevant work experience supporting a sales organization
1-2 years quoting and order entry/processing in medical device/sales or other highly regulated environment
Essential Duties and Responsibilities
Respond to customer inquiries via phone, fax and email including edits to existing orders, tracking inquiries, proof of delivery, order status, sales contact information, etc.
Enter fax, phone, and email orders for disposable Breast & Skeletal Health products into Oracle Order Management.
Manage iStore inquiries, assist with basic troubleshooting and escalate to IT if necessary for additional issue resolution.
Research disposable order pricing discrepancies and to help identify the root cause of discrepancies and work with National Contracts to see the issue through to resolution.
Process returns and credit and rebills for unwanted orders, missing items, incorrect orders, duplicate orders.
Assist with processing of internal orders (UUI) for our field sales team.
Participate and engage in product training opportunities and product launches to ensure knowledge is up to date for best supporting our internal and external customers.
Participate and/or lead ad hoc projects focused on continuous improvement.
Collaborate and build strong relationships with internal teams to support needs of the customer support team and our customers.
Skills
Superior communication skills – verbal, written and presentational
Strong interpersonal and organization skills
Dedicated to ensuring quality standards are maintained in all functions and responsibilities
Acute attention to detail and accuracy
Ability to adapt in a fast-paced environment and prioritize with competing deadlines
Problem analysis and solving ability
Willingness to take initiative and make decisions
Demonstrated strength in achieving great customer experience
Passion for customer success in a competitive and changing market
High energy, self-motivated, proactive, goal oriented and enthusiastic
Enjoys collaboration and embraces teamwork
Solid knowledge of Microsoft Office, especially Word and Excel
Working knowledge of Oracle R12 preferred and the ability to learn other computer programs a must
Salesforce.com experience desired