CSR - Customer Service Rep (U)

CSR - Customer Service Rep (U)

19 Jun 2024
Pennsylvania, Pittsburgh, 15220 Pittsburgh USA

CSR - Customer Service Rep (U)

Vacancy expired!

Vitalant is where donors, talent and innovation meet to save and improve lives. We are the nation's largest independent, nonprofit blood services provider exclusively focused on providing lifesaving blood and comprehensive transfusion medicine services for about 900 hospitals and their patients across the U.S. We seek team members who want to make a difference in people's lives while furthering their careers. At Vitalant you can expect competitive compensation, paid time off and other benefits. Take your first step to joining our dedicated team by applying today.

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.

DIVERSITY, EQUITY & INCLUSION AT VITALANT

Vitalant is committed to fostering a diverse and inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. Through our DEI strategic plan, we create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.

VITALANT OFFERS A COMPREHENSIVE BENEFITS PACKAGE
  • Health, Dental and Vision Insurance
  • HSA, FSA and 410K retirement savings plans
  • Paid Time Off
  • Commuter benefits
  • Employee assistance program

COVID-19 POLICY

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. 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 have received the full series of vaccinations two weeks prior to the first date of employment unless an approved exemption exists prior to start.

Blood Systems Inc. is an equal opportunity employer.

EEO/Minorities/Females/Disabled/Veterans

Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to accommodation@bloodsystems.org or call 1-844-220-2612 to let us know the nature of your request. A representative will respond to accommodation requests within two business days. Please note that this email/phone number is for medical/disability accommodations only and any other inquiries will not receive a response.

Please see the below information about applicant rights and our commitment to compliance:

EEO is the Law

EEO is the Law Supplement

Pay Transparency

e-Verify

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