Customer Service Representative III

Job Title

Requisition

Location

Additional Locations

Job Description Summary

Job Description

SUMMARY OF POSITION:

Customer Service Rep III is responsible for providing the highest level of customer excellence to customers while operating within Mallinckrodt's company guidelines. Provides extensive follow through on all customer related issues as it pertains to all aspects of order management. Liaison between Customer and Sales Organization to provide optimal customer service. Dynamic, detail-oriented individual who succeeds in a team environment. International customer service experience highly desirable.

ESSENTIAL FUNCTIONS:

• Handle all incoming calls, faxes, and emails from Customers and Sales Organization as it pertains to order management.
• Maintains knowledge of company products and customer service processes.
• Daily order entry.
• Daily 222 form clearing and accuracy reviews.
• Prepare and process credit and re-bills. Provide resolution to ensure that there will not be additional AR discrepancies with Customer.
• Track shipments as requested by Customer and Distributor using carrier web sites.
• Research discrepancies and provide a resolution to eliminate future occurrences.
• Coordinate shipments with freight forwarders: obtain booking details, prepare shipper's letter of instruction and export documentation.
• Review all requests for return of product and compare to current Returns Goods Policy. Process returns in JDE system and obtain necessary approvals from Sales Organization and Management. Communicate valid return authorization to Customer, Distributor and Sales Organization.
• Issue credits for product returned in a timely basis. Research and confirm all discrepancies and follow through accordingly.
• Work with Product Management and Master Data Department on product inquiries and release dates of product.
• Place outbound phone calls to Customers and Distributors. These outbound Customer calls would primarily consist of follow through as it pertains to all aspects of order management.
• Work with IT to enhance order related systems.
• Work closely with Credit & Collections, to ensure timely shipment of orders.
• Coordinate with Product Managers the timely release of all manual allocations.
• Ensure optimal service to all of our Customers and Distributors while maintaining corporate profitability and efficiency.
• Strong communicator, negotiator, and team player.
• Other duties as assigned

MINIMUM REQUIREMENTS:

Education:

High School Diploma. Bachelor's Degree preferred.

Experience:

3-5 years of customer service experience required. 1-3 years of international customer service experience preferred

Preferred Skills/Qualifications:

Experience with controlled substance order process is a plus. Bilingual in Spanish is preferred

Skills/Competencies:

• Demonstrated excellence in written and oral communication.
• Working knowledge of recordkeeping and export regulations.
• Knowledge of JDE systems a plus.
• Must possess strong interpersonal, analytical and organizational skills.
• Must have a demonstrated ability to work on projects.
• Able to multi-task and toggle between multiple operating platforms.
• Must be able to maintain multiple projects at one time.
• Working knowledge of Microsoft Word, Excel, Outlook, and Access.
• Team player looking for a challenge in an exciting environment.

RELATIONSHIPS WITH OTHERS:

In addition to external customers, this individual will routinely interact with internal groups representing sales, trade compliance, marketing, planning, and distribution.

WORKING CONDITIONS:

This position works primary in an office type environment. Use of computer and phone is daily.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this position.