Customer Service Representative, Nutricia - MD

Job description

Nutricia North America, within the Advanced Medical Nutrition division, is looking for a Customer Service Representative in Rockville, MD.

With our global presence, brands and business within our mission of 'bringing health through food to as many people as possible' we believe that people growth is a key asset to reach a sustainable business performance.

Take this opportunity to grow together!

The Customer Service Representative ('CSR') receives incoming sales orders via telephone, fax, e-mail, and mail. The CSR's primary responsibilities are to process orders, and to respond to general customer inquiries, invoice questions, and customer complaints. This role projects a professional company image through verbal and written customer interaction.

Objectives of the role

1. Order entry and customer maintenance

• Accurately processes customer sales orders into company the ERP or legacy systems.
• Set up and maintain customer master data for both existing and new customers.
• Process credit card orders.
• Process returns and issues return authorization numbers in accordance with company policies and procedures.
• Process necessary OS&D adjustments in accordance with Nutricia North America's policies and procedures.
• Process orders reconciliation at the end of each day.

2. Customer Communication

• Answer phones and respond to customer written requests.
• Provide customers with product pricing and ordering information.
• Advise customers of Nutricia North America's policies regarding orders and returns.
• Follow-up on customer inquiries not immediately resolved.
• Recognize documents and alert the supervisor of trends in customer calls.
• Liaise with both warehousing and transportation 3rd party providers to inquire on order. statuses.

3. Additional responsibilities

• Provide credit applications to customers as requested via mail, fax or email.
• Track and provide Proof of Delivery for shipments as requested.
• Research and respond to all shipping complaints in an efficient and courteous manner.
• Work closely with Customer Experience Manager and other coworkers on customer matters.
• Assist in providing training for temporary or new hires as needed.
• Recommend process improvements.
• Other duties as assigned.

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Required Knowledge, Skills and Abilities:

• Proficiency with MS Office including Excel, Word, Internet Explorer.
• Proficiency in operating standard office equipment to include fax, copier, etc.
• General knowledge of warehouse and transportation operations.
• Bilingual skills (French/English) is a plus.

Success Factors:

• Customer service-oriented disposition.
• Professional demeanor - ability to interact well with all departments within the Company and to represent the Company in a highly professional manner with customers.
• Attention to detail to perform accurate and quality work.
• Dependability - the individual is consistently at work and on time.
• Versatility, flexibility and a willingness to work within constant changing priorities.
• Problem solver.
• Continuous improvement mindset, able to see an opportunity to change a process for the better and then takes the steps to make that change.

Minimum Qualifications:

• High school diploma.
• 2+ years of customer service including but not limited to retail, food service, hospitality or call center, etc.

Nutricia Advanced Medical Nutrition is focused on pioneering and delivering specialized nutritional solutions and Best Care for medical professionals and their patients, helping people live healthier and longer lives. Nutricia North America was established in 1983 and is headquartered in Rockville, MD. We seek to provide solutions and services wherever nutritional intervention can be shown to improve clinical outcomes. In partnership with doctors, healthcare professionals and caregivers, we work to make a real difference in people's lives by speeding recovery and encouraging independence. Our ambition is to deliver only proven benefits through nutrition, as an integral part of disease management.

Consisting of a wide variety of FDA and Health Canada regulated products, we are especially active in the management of inherited metabolic diseases, severe pediatric allergic and gastrointestinal disorders, pediatric epilepsy, and long term and critical care for seniors.

Nutricia North America is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, veteran status, genetic characteristic or any other unlawful criterion. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf