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Customer Service Specialist

Norcross, GA
Amick Brown is seeking an experienced Customer Service Specialist for our direct client.

Location: Norcross, Georgia
Duration: 6 Months


Job Description
  • As part of the Customer Care Team, you will provide front line support to our clients customer’s concerns in an inclusive, fast-moving, and engaging environment.
  • Your responsibilities will range from responding to varied customer inquiries for some of the largest healthcare institutions on the globe, to promoting scalable support solutions which align with our company and business objectives.
  • Among your many attributes, you strive to personalize the customer journey and promote customer advocacy.
  •  You are inquisitive and comfortable with a rapidly changing environment and you have a strong desire to deepen your knowledge.
 
Roles and Responsibilities
  • Yearn to understand the customer story and offer kindness without conditions
  • Show empathy and care in all interactions
  • Foster and contribute towards a positive and collaborative culture
  • Maintain an appropriate level of confidentiality regarding customer and company data
  • Successfully resolve routine problems through knowledge, escalating to peers or leadership as appropriate
  • Provide accurate information with a goal of exceeding customer expectations in all interactions
  • Professionally handle inquires through a multi-channel platform while developing strong working relationships with various medical professionals, including high profile surgeons, hospital administration, and field sales representatives
  • Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies, and resources
  • Accurately process daily order and product returns using multiple business systems
  • Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
  • Understand and execute on FDA and internal requirements as it relates the complaint reporting process
  • Maintain timely status of training records at all times
  • Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
  • Present data to Leadership regarding trends and escalate emerging issues through multiple platforms based on the roles of the group as it relates to order support or complaint handling
 
Required Skills
  • Effective communicator with strong presentation and public speaking skills
  • Demonstratable self-awareness with a high EQ
  • Service-minded team player with a positive attitude and strong work ethic
  • High school diploma or equivalent and minimum of two years’ experience in a fast-paced customer support, call center, or order management role within a high technology manufacturing environment
  • SFDC /SAP ERP/CRM experience
  • Calm under pressure: Can execute and thrive in a high-volume, continuously evolving environment
  • Knowledge and understanding of multi-channel contact model: Phone, Email, Chat
  • Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision
  • Comprehensive attention to details and documentation
  • Intermediate to advanced knowledge of Microsoft programs: Outlook, Word, Excel, Teams
  • Willingness to work various shifts, including holidays and weekends, as the business needs
  • Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.
 
Amick Brown is an Information Technology consulting company specializing in ERP, Data Analytics, Information Security, Application Development, Networking, and Cloud Computing. The company was founded in 2010 and is headquartered in San Ramon, California.

Regular full-time employees are eligible for the following Amick Brown provided benefits: 
  • Health
  • Vision
  • Dental
  • 401k with company match
  • Paid time off
  • Sick Leave
  • Short-Term Disability
  • Life Insurance
  • Wellness & Discount Programs

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