Fulltime Customer Service Representative

Briggs® Corporation, a national leader in product and service solutions to the health care industry, is seeking a top notch customer service representative to provide courteous and efficient service to customers placing orders, seeking information, and the ability to respond to customer issues that require basic problem resolution. This is a fulltime position - hours are 10:30 a.m.to 7:00 p.m. Monday through Friday.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.Answers phone to take customer telephone calls to: place orders for products; research and answer questions about product specifications and pricing; check the status of orders; handle requests for samples and product literature and resolve customer issues.Using a personal computer, accurately enters and verifies a variety of orders received via telephone calls, fax, email or the Internet. Profiles customers by asking questions to capture basic demographic information needed meet system requirements. Responds to changes or cancellations upon customer request. Contacts customer, when necessary, to resolve discrepancies on orders requiring clarification prior to entering them into the system.Promotes Briggs' targeted services and products when customers call in to place orders; informs customer of specials, complementary items, and price breaks in effort to increase order size. Offersup-sell and cross sell items when appropriate.
Assumes responsibility for acquiring and developing a thorough understanding of the markets served, and products used, in order to provide customers with solutions to promote the Briggs’ solutions-based sales approach. Shares information gained from customer calls with management and other team members in order to promote better understanding of markets and customers.Contacts customer, when necessary, to resolve discrepancies on all orders not received by telephone before entering or releasing the order into the order entry system.Reviews orders held for “customer call back”, “confirming purchase order required” or “credit card authorization” ensuring all information is received and correct before releasing the order. Contacts customer to resolve discrepancies.Gathers all confirming purchases orders, faxed orders and mail orders from all order entry locations on a daily basis. Sorts according to sales number and files in designated area to insure they are accessible if needed to resolve customer issues.Responds to changes or cancellations upon customer request if the order is still in the appropriate system status to accept the change/cancellation.Approves merchandise returns within returns policy, issuing return authorizations. Works with customers on tracking their orders by using UPS on line tracking system. May contact UPS directly for basic issue resolution.Pre-employment drug test required. EOE
REQUIREMENTS
EDUCATION and/or EXPERIENCEHigh school diploma or general education degree (GED); and at least one year of experience in a customer service occupation.
KEY DIMENSIONS (These are the knowledges, skills and abilities that are considered essential or very important to successful job performance.) Communication, Quality Orientation, Building Customer Loyalty, Building Trust, Decision Making, and Applied Learning.OTHER QUALIFICATIONS 1Ability to operate a personal computer to enter orders, run inquiries, and use other Microsoft applications. Ability to learn other applications as needed in performance of duties. Ability to understand Briggs processes and order entry system.