CSR - Customer Service Rep

CSR - Customer Service Rep

Vacancy expired!

PRIMARY PURPOSE:

Serves as a vital customer service role for Vitalant by serving as the focal point for daily interactions and information dissemination to customers 24 hours/day. Under general supervision, but utilizing independent judgment, this position is responsible for work processes related to the receipt of product orders, processing of orders, packing and shipment to be in compliance with regulatory agencies, standard operating procedures and current good manufacturing practices and safety guidelines. Responsible for the importing of blood products received from other blood centers.

DUTIES AND RESPONSIBILITIES:

Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management.

Maintains good attendance and punctuality per the absence policy.

Responsible for strong client service commitment to customers.

Use of appropriate telephone etiquette, responds to inquires, provides accurate and professional responses to general inquires and redirects if appropriate.

Maintains accurate and ongoing documentation of inquiries to ensure proper follow up of customer orders, relays critical information to "on call" personnel in an expeditious and accurate manner.

Receives and documents product orders on the daily log sheet to meet customer requirements.

Notifies Supervisor/Manager if product orders cannot be filled, if inventory levels decline to critical levels and to inform of client related concerns or problems.

Receives and processes, packs and ships product and derivative orders in accordance with standard operating procedures.

Receives and processes imported/returned blood products from external blood centers/affiliated hospitals. Notifies the supervisor/manager if discrepancies are detected.

Rotates and monitors product inventories on a continual basis to optimize product utilization and minimize product waste.

Complies with all quality control and safety requirements. Monitors refrigeration and freezer units to ensure proper storage of blood products.

Participates in the departmental on call rotation. Participates in the annual fiscal year-end inventory process.

Receives and processes recall forms from the Donor Services Auditing and Counseling departments in an expeditious manner to ensure thorough and complete documentation in accordance with standard operating procedures.

Documents non-conformances which are detected in the performance of daily work processes. Provides input into the process changes related to the department's non conformances for continuous quality improvement initiatives.

Provides security access to the building by controlling the entrances into the facility.

Assists training of newly hired Customer Service Representatives in accordance with current Standard Operating Procedures and departmental and corporate policies.

Performs all other duties, at the discretion of management, as assigned.

REQUIREMENTS:

Knowledge/Education

High school diploma or equivalent.

Licenses/Certifications
N/A

Experience

Customer Service experience required.
Experience in a health care/hospital facility preferred.

Skills/Abilities

Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.
Must be able to maintain confidentiality.
Demonstrates organizational and time management skills.
Demonstrates compliance with policies and procedures follows directives.
Demonstrates the ability to clearly define a problem, identify and choose the appropriate SOP or reporting structure to resolve the problem.
Demonstrates the ability to develop and maintain effective relationships with internal and external contacts.
Quality of work is maintained; no FDA reportable errors: no audit observations for internal or external audits.
Attention to detail and ability to concentrate and perform multiple tasks simultaneously are required.
Effective verbal and written communication skills.
Knowledge of computers.
Knowledge to perform simple mathematical functions.
Legible handwriting required.
Ability to work independently and as a team player.
Ability to make decisions based on predefined guidance or SOPs. Willingness and judgement to escalate problems and issues to management as needed.
Must be able to work on-call and various shifts including evenings and weekends.
Language skills must include the ability to read, write, speak English effectively and follow oral and written instructions consistent with policies and procedure, SOPs or other requirements.
Strong communication and listening skills are required.

As an essential operation to the nation's healthcare infrastructure and a science-based organization, Vitalant believes that being vaccinated helps provide protection and care for our employees, our donors, their families, and the broader community. With this in mind, Vitalant requires employees to be fully vaccinated as a condition of employment. Individuals applying for this position should be prepared to comply with the COVID-19 vaccination mandates of Vitalant and accordingly, will need to be vaccinated as of first date of employment unless approved exemption exists prior to start.