Job Description
Customer Care Representative
Classification:
Reports to:
Date last revised:
Summary/Objective
The Customer Care Representative process orders, prepares correspondence, and fulfills customer
needs to ensure customer satisfaction. This role receives incoming calls ranging from order schedules to
return goods authorizations. Must also expedite orders and coordinate shipping, to include common
carrier quotations. Maintain complete and accurate customer files. Resolve customer complaints in
timely manner.
Essential Duties and Responsibilities
Deal with others internally and externally in a professional manner. Must be able to prioritize issues
and tasks, have an appropriate sense of urgency, and elevate concerns as required. Complete order
entry, departmental distribution, and shipping schedules within a specific time frame. Resolve
customer inquiries, expedites, and complaints in a thorough manner. Process return goods, delivery
complaints, and nonconformance procedures with complete follow through. Work with Inventory
Management to maintain product levels, new product lines, and conversions. Work well together
with Customer Care Representatives to establish a team environment. Relies on limited instruction
and established guidelines to perform the functions of the job. Moderate Call Volume, Moderate Data
Entry, Multiple Time Deadlines
Competencies
- Thoroughness.
- Flexibility.
- Adept in Technology.
- Strong Verbal & Written Communication.
- Organization
- Time management
- Resourcefulness
- Detail oriented
- Anticipates needs
- Organization.
- Time Management.
Supervisory Responsibility
- This position has no direct reports.
Work Environment
- This position works under normal office conditions but also requires regular walking to various
locations throughout a manufacturing facility. This job operates in a professional office
environment. This role routinely uses standard office equipment such as computers, phones,
photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job.
The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The
employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 15
pounds. Specific vision abilities required by this job include close vision, distance vision, color vision,
peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work
This is a full-time position. Days of work are Monday through Friday, 40 hours per week.
Travel
No travel is expected for this role.
Required Education and Experience
- 2-5 years of Customer Service experience;
- Proficiency in Excel, Microsoft
Word, and Logistics.
- Reliable Transportation is a
must.
Work Authorization/Security Clearance
- Must be eligible to work in the United States for any employer.
- Must submit to pre-employment screening and background check.
2
EEO Statement
- Rockwell Medical provides equal employment opportunities to all employees and applicants for
employment and does not discriminate based on an individual's race, color, creed, national
origin, religion, disability status, age, sex, genetics, protected veteran status, sexual orientation,
marital status, gender identity or expression, or any other characteristic protected by federal,
state or local laws.
- This policy applies to all terms and conditions of employment, including recruiting, hiring,
placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and
training.
Other Duties
- Please note that this job description is not intended to be an exhaustive listing of all activities,
duties, or responsibilities that are required of the employee for this job. Duties, responsibilities
and activities may change at any time with or without notice.
.
Requirements:
Required Education and Experience
- 2-5 years of Customer Service experience;
- Proficiency in Excel, Microsoft
Word, and Logistics.
- Reliable Transportation is a
must.
PI130775614
