Sales Service Liaison (Cust ServiceInside Sales)

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Description:
Sales Services Liaison (Customer Service Rep)
                      
Orthovita, Inc. located in Malvern, PA is a biomaterials company with proprietary technologies for the development and commercialization of synthetic, biologically active, tissue engineering products for orthopedic and neurosurgical applications.
 
We have an immediate opening within our Sales Services Team. As a team member you will be responsible for providing professional coverage for one or more Sales Districts. Coverage includes: order entry, communicating with customers on our customer service line, communication with field reps and problem resolution. Each Liaison must demonstrate a high knowledge level for all operating systems within the SSG business unit. These systems include, but are not limited to, the Great Plains Order entry system, SRS Reports, Outlook, etc. Liaisons must be flexible and adaptable in response to new work processes and changing responsibilities. 
 
To perform this job successfully, an individual must be able to perform each essential duty with a high degree of accuracy, integrity and good judgment.  The requirements listed below are representative of knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The daily operational support of one or more sales territories as assigned by the Sales Services Operations Manager.  Manage the workflow of assigned district(s).  Ability to process orders accurately. Resolve issues in a timely manner. Elevate challenges to supervisory level.
Daily log in for the Customer Service Phone Queue. Answer incoming calls on customer service line with professional speech –tone, volume, language.  Elevate challenging calls in a professional manner to supervisory level.
Enter orders into Great Plains system with a high degree of accuracy as measured against credit/rebill and return requests. Ability to adapt to changing procedures and process requirements.  Consistent accuracy level of 99% is required after the initial probationary period.
Provide guidance and training to new reps in assigned district until they achieve the level of independence necessary for accurate information delivery.
Dependability is essential for success in this role.  Each liaison is expected to arrive for shift on time; be regularly present; consistently available to take customer calls during shift hours:  pitches in to help with workload peak and or/ assists peers as necessary.  Works in conjunction with SSG Supervisor to insure departmental goals are achieved.
Works on special projects as assigned by the Operations Manager. 
 
SKILLS, EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
·        Business degree or equivalent from a two-year college or technical school preferred; or a minimum of three years related experience and/or training; or equivalent combination of education and experience.   
·        Ability to create written documentation which is clear and concise. Ability to analyze information and proactively seek and communicate solutions to reps, customers and team member inquires. Ability to take direction from the Sales Services Operations Manager and complete assigned tasks within agreed upon deadlines. 
·        Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, and apply them to practical situations.  
·        Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, or schedule form. 
·        Proficient in Microsoft Office Suite skills including electronic mail, record keeping, routine database activity, word processing, spreadsheets, graphics, etc.
·        Excellent telephone and interpersonal skills with attention to detail required. Must be able to multi-task and work under pressure with time sensitive tasks.  
 

Apply by eMail:do_not_reply@invalidemail.com

Job Created: Sat Sep 26 2009 05:39:49 AM
Last Modified: Sat Nov 21 2009 05:41:51 AM