Specialist Customer Service

Overview

Experis, a ManpowerGroup company has an exciting contract opportunity for a Specialist Customer Service. This position is a 4 - 6 Month contract role for one of our key clients, a global medical device and healthcare company that seeks bringing life-changing health technologies to the people who need them all over the world.

Position: Specialist Customer Service

Location: Princeton, NJ 08540

Duration: 4 - 6 Months (Possible Extension)

Description:

Minimum Position Requirements

• Some college or equivalent experience required.
• 2+ years' experience in an inside sales position
• Basic knowledge of Microsoft Excel and other commonly used Microsoft Office programs.

Preferred Position Requirements

• Bachelor's degree.
• 2 years of prior experience in creating and selling service contracts
• Customer-centric approach with an understanding in how to provide outstanding customer service while making sound business decisions.
• Completed formal Negotiation training; Ability to negotiate and utilize open ended questions.
• Ability to organize and prioritize workload for themselves and others.
• Ability to clearly, concisely and accurately convey communications.
• Ability to work independently and in groups.
• Ability to work cross-functionally to accomplish goals.
• Ability or aptitude to use various types of databases and other computer software to complete tasks.
• Excellent judgment/decision making skills.
• Strong mathematical skills.
• Ability to communicate to customers over the phone.
• Good interpersonal skills, phone selling skills, problem resolution skills, time management, organizational and multi-tasking skills.
• Strong organization, time, and project management skills
• Familiar with medical device products application and utilization
• Supports phone staff by providing assistance in escalated customer inquiries concerning organizational products or services.
• Provides information when responding to complex customer inquiries regarding customer accounts and billing.
• Typically requires in-depth knowledge of multiple products/services.
• The support provided is not related to assistance with computer technology.
• As Customer Service Specialist the role will work under limited supervision and apply subject matter knowledge in the area
• of internal Customer Support (Non-Technical).
• Requires capacity to apply skills/knowledge within the context of specific needs or requirements.
• Hanldes customer telephone queries, aiming to clarify, orient and direct detected problems toward a solution. Associates Degree

Position Responsibilities

• Develop and create APOC Service Agreement quotes and contracts according to company policy and procedures.
• Responsible for administrative and tactical activities associated with Service Agreement development, maintenance and renewal.
• Work cross-functionally to resolve customer concerns.
• Serve as liaison and Subject Matter Expert on service agreement concerns.
• Collect necessary data for accurate contract submission and entry into Service Management System (SMS).
• Assist internal and external customers with request for information on type and quantity of equipment shipped to identified locations.
• Generate billing reports per schedule to ensure customers are billed promptly.
• Initiate follow-up phone calls and emails for all quotes generated.
• Investigate and resolves customers billing inquiries utilizing SAP system.
• Request new customer numbers as needed in the Master Data Governance (MDG) system.
• Update contract pricing as per the APOC pricing guidelines for service agreements.
• Accomplish goals by working with Sales, Customer Support and Technical Support.

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