Customer Service Rep SR
BayOne Solutions, Raleigh, NC, United States
Hybrid (3 days in office), with an in-office schedule of Monday through Thursday. The hours will be 20-30 hours per week.
• The Customer Solutions Analyst delivers professional, high-quality support to *** Therapeutics customers in the U.S. and Canada, working in a dynamic, customer-focused environment. This role is responsible for responding to inbound calls and order requests, ensuring customer inquiries are resolved promptly and accurately while maintaining a positive customer experience.
Key Responsibilities: • Customer Support: Provide timely and consistent assistance for all customer orders and inquiries, exercising problem-solving and front-line decision-making skills. • Order Fulfillment: Process orders through multiple channels (EDI, fax, email, phone, Veeva), monitor daily order activity, and coordinate with internal teams to ensure accurate and timely delivery. • Product Knowledge: Maintain thorough understanding of company products and services to effectively support both new and existing customers. • Process Compliance: Follow established SOPs and stay updated on regulatory requirements, including FDA mandates. • Interaction Standards: Document all customer interactions and uphold standards for efficiency, effectiveness, and quality. • Continuous Improvement: Identify opportunities to enhance service delivery, reduce errors, and improve the overall customer experience.
Key Responsibilities: • Customer Support: Provide timely and consistent assistance for all customer orders and inquiries, exercising problem-solving and front-line decision-making skills. • Order Fulfillment: Process orders through multiple channels (EDI, fax, email, phone, Veeva), monitor daily order activity, and coordinate with internal teams to ensure accurate and timely delivery. • Product Knowledge: Maintain thorough understanding of company products and services to effectively support both new and existing customers. • Process Compliance: Follow established SOPs and stay updated on regulatory requirements, including FDA mandates. • Interaction Standards: Document all customer interactions and uphold standards for efficiency, effectiveness, and quality. • Continuous Improvement: Identify opportunities to enhance service delivery, reduce errors, and improve the overall customer experience.