Kelly Services Customer Service Associate in Raynham, Massachusetts
Kelly Services is in search of Customer Service Associates to support our client in Raynham, MA.
Customer Service Representative
This role has direct interaction with our external customers (hospital, distributor) and internal customers (field sales) on a daily basis. All interactions with our customers are to be handled in a professional, helpful and timely fashion to ensure the highest level of customer satisfaction and ensuring attention to compliance requirements. Daily activities include:
Creates, enters and manages customer orders (via phone/fax or e-channels) from internal and/or external customers.
Responsible for front-line inquiry/service complaint management
Responds to all queries (e.g. order status, product information, stock availability, company policies, price quotes, claims, returns authorization processing (RGA), requests for documentation, etc.,) from internal and/ or external customers to achieve a “close-loop” resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue. All work done in compliance to department SOPs and SOX.
Opens an interaction record for a new or existing claim (for all claim types) as part of the inquiry and service complaints process
Follows-up on open inquiries and escalates unresolved calls to appropriate subject matter experts based on SOP.
Notifies appropriate parties (e.g., CSR’s, customers, Franchises, etc) of process, inquiry updates/changes or service requests as appropriate.
Reviews order error and order hold reports and takes action based on need as instructed by SOP
Supports execution of marketing programs developed by all Franchise.
Conducts recall activities as appropriate
Updates customer information in order management system as appropriate
Conduct UAT testing as needed.
Adheres to quality controls process and service quality guidelines.
Think and communicates cross-functionally to investigate, research and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other HCS departments and all required customer follow-up.
Perform job duties in a way that meets or exceeds individual performance metrics established by the Customer Service organization in support of exceptional customer experience (e.g. not-ready time, call quality, schedule adherence) and exemplifies the J&J Global Leadership Profile.
Remain current with and apply internal and operating companies’ policies & procedures.
Contribute to and promote harmony, growth and teamwork within the Customer Service organization.
- Minimum of high school degree is required. Associate or Bachelor degree is preferred.
- Minimum of 2 years of experience is required, preferably in a fast-paced, complex Customer Service environment; i.e. Accounts Receivable and/or Collections.
Interested candidates can forward resumes to Jim Prokop at JimP900@kellyservices.com
Why Kelly ® ?
Services ® , we work with the best. Our clients include 95 of the Fortune
100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access
the best talent to drive their business forward. If you only make one career connection today, connect
AboutKelly Services ®
As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people
around the world and have a role in connecting thousands more with work through our global network of
talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,
Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is
committed to employing a diverse workforce. Equal Employment Opportunity
is The Law.