Lead Customer Experience Specialist

Job description: Summary of Position

The Lead Customer Experience Specialist is responsible for providing the highest level of customer service excellence to customers while operating within Curium’s company guidelines. This position will be primarily responsible for managing all aspects of the order entry and management of process for customers of Curium. 

Work Schedule: 8am-5pm

Essential Functions

• Takes and processes orders by telephone, internet, and correspondence from customers; quotes prices and delivery dates’ checks stock and expediting information.
• Enters and maintains database records of customer profiles and prepares and maintains status reports.
• Processes and adjust database for returned goods by entering orders, credits, etc. Within parameters expedites emergency orders upon customer requests.
• Maintains knowledge of company products and customer service processes.
• Other Duties as assigned with or without accommodation.
• Must maintain operational compliance with US and international regulatory agencies and guidelines (i.e. FDA, EU, HC, TGA, PIC/S, ISO, USP, NRC, cGMP, etc.).  

Requirements

• High School diploma or equivalent required, Bachelor degree preferred.
• Minimum of 6 years of experience in a fast-paced customer service department (medical/pharmaceuticalexperience is ideal).
• Must have experience functioning as a liaison between Manager and team, fielding questions, problemsolving, etc.
• Experience in an inbound call center environment, retail, or any other customer/social service venue.
• Must be able to maintain multiple projects at one time
• Proficient in Microsoft Word, Excel and Access.
• Weekend duty and on-call hours are required when applicable.
• Knowledge of JDE / Oracle systems and Cloud Based phone systems preferred.
• Demonstrated excellence in written and oral communication.
• Must possess strong interpersonal, analytical and organizational skills.
• Must have a demonstrated ability to work on projects with minimal supervision.

Working Conditions:

• Standard office environment.
• Willingness to work in a team based environment.
• Close attention to detail required.
• May be required to sit for long periods of time while performing duties.
• Willingness to work in plant producing radioactive materials and requiring all employees to participate in safety programs designed to minimize potential and/or actual exposure levels.
• Responsibilities also include the ability to lift heavy objects, walk, bend, stoop, push, pull, reach, and climb stairs with or without accommodation.
• Must be able to work outside of regular work hours, including off shift, weekend, and holiday work as business needs require.

Competencies ANALYZE ADAPT COMMUNICATE EFFECTIVELY DEVELOP SELF OTHERS INTERNAL/EXTERNAL CUSTOMER-FOCUSED RESULTS-DRIVEN