Experience Inc. Jobs

Description We are looking for a Lead Representative for Customer Service, based in San Jose, California. The job function involves offering top-notch customer service while supporting our field assets program. This role offers a long-term contract employment opportunity.

Responsibilities include:

• Handling and resolving customer inquiries and requests related to our field assets, ensuring swift and accurate responses.

• Processing and entering trial orders received in a timely manner.

• Collaborating with the sales team to ensure successful trials and communicating effectively with them on alternate solutions in case a request cannot be met.

• Maintaining and sharing backorder information and applying problem-solving skills to meet customer needs.

• Communicating specific details on trial requests and field assets with cross-functional teams as necessary.

• Holding accountability with the field on delinquent product before placing any new requests.

• Entering and issuing repair orders to receive units back in-house.

• Coordinating account delinquency issues with sales representatives and customers as necessary.

• Maintaining data accuracy by regularly cleaning up issues found in reporting.

• Using system-generated reports to aid in decision making.

• Supporting all order entry for each limited launch – Endoscopy, Sports Medicine, and Communications. Requirements

• Proven experience in a customer service role

• Strong communication and interpersonal skills

• Demonstrated ability in sales and negotiation

• Familiarity with office functions and administrative tasks

• Proficiency in preparing and presenting reports

• Advanced skills in Microsoft Excel and Word

• Ability to conduct and facilitate training sessions

• Knowledge of compliance and regulatory guidelines

• Experience in budget processes and financial planning

• Understanding of quality control and process improvement strategies

• Experience in design and email correspondence

• Proficiency in Microsoft Outlook

• Experience in supervising and team management

• Willingness to travel as per job requirements

• Excellent communication skills both written and verbal

• Proven record in achieving customer satisfaction

• Experience in collaborating with partners and team members

• Familiarity with shipping procedures and protocols

• Ability to handle customer queries and complaints effectively

• Experience in process improvement techniques

• Proficiency in order entry processes and systems.

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