Shire Jobs

Job Description

Customer Service Associate - Remote

GENERAL PURPOSE

Provide assigned customers with the best possible customer experience and service regarding but not limited to product and service information, order management activities, billing inquiries, delivery information, and general requests. Service customer orders from receipt of order through cash application, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date of invoice. Communicate in a professional manner so that positive customer relationships are maintained. Enter information in computer systems. Work under direct supervision.

JOB DUTIES AND RESPONSIBILITIES

· Interact with customers over the telephone or through written communications; interview customers to obtain information and give information about available services or in response to inquiries about order status, logistics issues, accounts, products, and services

· Receive and process orders, provide information concerning order status, pricing, changes, delivery, etc. Navigate multiple systems during the order management process

· Resolve or coordinate the resolution of customer issues and inquiries following defined processes and procedures. Escalate as appropriate

· Investigate and correct errors

· Coordinate customers' service needs with other departments as required to ensure customer service

· Update and maintain customer documents or files using internal recordkeeping systems

· May solicit new or additional services or products

· The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required

Requirements

EDUCATION AND EXPERIENCE

· High school diploma or equivalent

· 0 to 1 year of customer service or related experience

· Certification and/or License – may be required during course of employment

KNOWLEDGE, SKILLS, AND ABILITIES

· Knowledge of and skill with Microsoft Office Suite and company computer systems

· Strong customer focus

· Able to respond courteously and efficiently to inquiries, complaints, and requests

· Able to project a professional image

· Able to interact positively and work effectively with others (interpersonal skills)

· Able to communicate clearly and effectively, both verbally and in writing, for a diverse range of internal and external audiences to ensure customers’ needs and requirements are met

· Able to conduct basic research into issues or situations

· Able to follow through and accomplish tasks through to completion

· Able to complete basic arithmetic, such as addition, subtraction, multiplication and division

· Able to follow directions

· Able to multi-task and work in a fast-paced environment

· Able to work with accuracy and attention to detail

· Able to perform repetitive work

· Must be able to read, write and speak English

An Equal Opportunity Employer