Customer Service Representative I

Job Title: Customer Service Representative I
Location: Princeton, NJ 08540
Hybrid Schedule: Monday and Friday remote / In office Tue, Wed, and Thurs
Pay Range: $21.25 /Hour on W2

Description:
Time of arrival: (training starts from 8:30am 5:00pm) (reg hours after training is 10:00am 6:30pm)
Monday and Friday Work from home / Tue, Wed, and Thurs in office Training hours is 8:30am - 5:00pm EST Reg Hours is 10:00pm - 6:30pm EST
Top skills. Multiple systems (SAP, Salesforce, Oracle, MS Teams, etc...) / Knowledge in EDI if possible (GHX/GFax etc...) / Excellent communication skills
Remote or on-site? Onsite Tuesday Thursday / Remote Monday and Friday (Please note: This is subject to change to fit the needs of the business)

Updates after supplier call:
Microsoft Teams/Zoom exp required
no to very little phone customer service tasks for this role
Candidate must be able to recognize tech issues and problem solve
Min of 1 year within customer service/tech/retail experience - any customer service function

SUMMARY DESCRIPTION
The primary purpose of this position is to be responsible for the coordination and management of orders on hold, reports, recalls, service agreements, incidents, return management, project management and training

SUPERVISION RECEIVED
This position is under the direct supervision of the Manager, Customer Service (OM).

SUPERVISION EXERCISED
This position does not have supervisory responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Resolve Order Management holds daily.
Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries
Lead and/or support continuous improvement initiatives for the department. Uses best practices and knowledge of internal/external business practices to exceed department service levels.
Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors.
Partner with Quality Team throughout the recall process.
Partner with Corporate Complaints team in accordance with the complaint s procedure.
Serve as a point of escalation and handoff for BPO cross-over tasks.
Oversee return procedures in accordance with the Gatekeeper process.
Process extended service agreements.
Tracks and resolve complex system problems.
Serve as a mentor and trainer to BPO representatives.
Meet and/or exceed goals/KPIs of the position.
Handle any other duties and/or projects, as assigned, for the benefit of the organization
Adhere to Integra Core Values.
The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays; ability to work from home if the office/company is closed due to weather related or other circumstances.
This position will require in office work.

DESIRED MINIMUM QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill and/or ability required for his position.

Education:
Bachelor s degree or equivalent from a college or university and/or a minimum of five years related experience and/or training; or equivalent combination of education and experience.

Experience:
3+ years of experience in customer service, accounting, finance, or information systems.
Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
Passion for customers and delivering a world-class service experience.
Excellent troubleshooting, problem solving and decision-making skills with excellent attention to detail.
Demonstrated critical thinking and analytical skills.
Demonstrated ability to embrace change and adaptability.
Ability to partner with key internal and external stakeholders, establish effective working relationships.
Proven ability to work both independently and in a fast-paced team environment.
Ability to follow through and successfully execute tasks while adhering to specified quality standards.
Ability to accept increasing responsibility and grow as the needs of the organization increase.
Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
Understanding of Order to Cash processes and related systems. (Oracle, MS Office, Salesforce).
Knowledge of Integra LifeSciences products, services, and business operations a plus.

TOOLS AND EQUIPMENT USED
Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required.