Customer Solutions Agent at Merz North America Inc in Raleigh, North Carolina

Job Description:

RESPONSIBILITIES:

 Customer Support  

• Provide support to general queue of inbound phone calls, utilizing probing and problem solving skills to understand issues and ensure prompt resolution in response.

Order Fulfillment

• Receive order requests from customers via phone or email and accurately process orders within established timeframes.


• Monitor the IQVIA queue and place orders in SAP within established timeframes.


• Process Grant requests & Patient Assistance Program applications. 

Product Knowledge

• Develop a comprehensive knowledge of company products and services that can be clearly articulated to customers, both new and existing.

Process Compliance

• Follow established process guidelines ensuring compliance with all departmental SOPs.

Interaction Standards

• Document all customer interactions and maintain performance standards, including effectiveness, efficiency and quality.

Requirements:

• High School diploma.


• Previous experience in a Customer Service function.


• Excellent probing and problem solving skills.


• Superior verbal and written communication skills.


• Ability to work in a high-pressure environment and deal effectively with Customers by providing caring responses and diffusing escalated situations. 


• Ability to navigate a computerized CRM and other relevant applications while interacting with Customers on the phone. 


• Skilled in MS Office.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Customer Service

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