Customer Service Ambassador

6 months ago

Mississauga, Canada CONMED Full time

**JOB DESCRIPTION**

The role is responsible for all customer service interactions via phone while processing orders with a high regard for confidentiality, detail and accuracy. The CSA’s primary responsibilities include answering incoming customer calls, processing customer orders, providing basic product information upon request and assisting customers with requests for special processing or general order status information.

In addition, this role is responsible to communicate backorder status, pricing, product cross-reference, local sales contacts to customers. In this role, you will be responsible to handle first level customer complaints and have difficult customer conversations.

At CONMED, you'll work closely with a close-knit team of talented professionals who will mentor you to grow and take on more responsibility. If you have a passion for customer service, are energetic, independent, and able to multi-task this role is a fit for you. Come inspire us through your dedication, creativity and exceptional performance - we'll do the same for you

**KEY RESPONSIBILITIES**
- Provide professional and efficient service to customers while processing orders and providing information.
- Answer incoming customer calls, entering customer orders, providing basic product information, assisting customers with various requests for special processing or general order status information.
- Provide essential information to callers including backorder status, pricing, product cross-reference and local sales contacts.
- Coordinate and process large capital orders to ensure timely shipments ensuring the customer information is accurate and that the purchase order and other related documents meet company guidelines.
- Provide any backorder release dates and/or make recommendations for substitutions to prevent a backorder.
- Expedite all rush orders and communicate any delays due to backorders with the end user.
- Determine accuracy of customer account information and process requests for changes as determined necessary.
- Obtain required information including tax-exempt certificate and credit trade references to establish new accounts or to make changes to existing accounts.
- Monitor current sales and marketing promotions and ensure that orders are processed according to established guidelines.
- Enforce company policy concerning distributors, discount pricing, national account compliance, and deliver order processing.
- Respond to requests for product returns by issuing RMA numbers. Process price adjustment credits and record complaint information according to prevailing guidelines and policies.
- Process loaner repair requests as required.
- Process repair parts billing.
- Participate in on-going product training and other departmental training as deemed appropriate by the management team.
- Provide repair quotes to customers and follow up for approvals.
- Perform other duties and special projects as assigned.
- Respond to requests for no charge warranty replacements and out of box failures to customers as well as arranging for return to the US for credit.
- Handle daily invoices with U.S. repair billing and process Product Experience Reports (PER).
- Adhoc duties as assigned

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