Customer Service Specialist II

Position Summary 

Customer Service Specialist II serve Talis as the frontline customer liaison by responding and triaging inbound customer communications. The customer service representative must always display core Talis values by treating customers with the highest levels of integrity and care. The representatives will be responsible for processing inbound customer orders ensuring that pricing and contracts are in place and that organization is able to meet the committed ship date provided to the customer. The position will also be responsible for capturing important information related to the communication and customer into a customer relationship module (CRM). The individual must be comfortable working with teams cross functionally to ensure customer needs are being met within a reasonable timeframe. This role includes working weekends.

Specific responsibilities include, but are not limited to: 

• Triage inbound calls, directing calls as needed to relevant departments. 
• Respond timely and efficiently to customer inquiries via different communication channels. 
• Process customer orders in compliance with company policies and standard operating procedures. 
• Manage a portfolio of orders ensuring that they get all delivered within the delivery dates requested by the customer. 
• Manage customer returns and credit notes. 
• Support the sales team by assisting with quotes and responding to various requests related to pricing. 
• Maintain pricing (documentation and in the ERP/CRM). 
• Support the on-boarding training of new team members.  
• Create and provide input into knowledge base trouble-shooting articles.  
• Onboard new customers by working with Sales and TIS to gather necessary documentation 
• Demonstrate high commitment in resolving customers issues, ensuring a high level of customer satisfaction. 
• Team with other functions such as Sales, Finance and Technical Support to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction. 
• Attend regular meetings with the rest of the team with a continuous improvement attitude to drive process improvements, efficiencies and drive customer satisfaction. 
• Assist in the development company procedural documents including Standard Operating Procedures, Department Operating Procedures and Work Instructions. 
• Performs additional tasks as assigned by management. 

Education/Skills/Requirements 

• Bachelor's degree or Associates degree preferred with 3-4 years of relevant work experience in a fast-paced Order Management role, preferably in the Medical Diagnostics or related industry. 
• Experience with ERP systems and CRM systems as well as MS Office products including Word, Excel, and Outlook preferred. 
• Strong written and verbal communication skills. 
• Ability to communicate effectively in English, Spanish in addition is preferred. 
• High attention to details with the ability to effectively review and understand sales agreements, proposals, purchase orders, and related information. 
• Strong focus on driving customer satisfaction. 
• Good problem solving and analytical skills. 
• Demonstrating good judgment and initiative. 
• Self-motivated, confident, reliable and able to plan and follow up on outstanding issues. 
• Able to operate in a fast-paced environment. 
• Should be an outgoing, positive, team player. 
• Strong sense of accountability.

Other: 

• Must have a suitable home or remote work environment (High Speed Internet) 
• This role includes working weekends.