AUD Talent

Customer Service Representative (10:30 - 7pm)

US-NJ-Somerset
1 month ago(12/20/2017 5:07 PM)
Job System ID
2017-5354

Overview

Oticon, Inc., a world leader in the manufacture of advanced hearing technology, presently seeks enthusiastic individuals to join our Somerset, NJ facility.

 

The Government Services Customer Service Representative responsibility is to be the front line professional for the VA and Government customers. The position will play an integral role in working with other Oticon Departments and personnel in their daily VA interactions. They must possess the knowledge of the VA system and customers, and the confidence and desire to address customer needs in a friendly, upbeat, proactive and professional manner. The Government Service Coordinator works with the Government Services Sales team in determine the needs of the customers and the action plan to meet those needs.

Responsibilities

  • Provides call center coverage for incoming calls during phone loop hours.
  • Work with other departments to ensure the accuracy of VA/Govt orders as it pertains to contract requirements, such Accounting, Data Entry, Production, and Systems.
  • Ability to perform all Customer Service responsibilities for orders – data entry, inquiry and invoicing.
  • Enters all orders for Oticon instruments, parts, warranties, loss and damage claims, SHPs and literature.
  • Establish and maintain relationship with government audiologists, ensuring a positive Oticon experience with every contact and developing long term customer relationships.
  • Maintain customer satisfaction and manage customer relationships and strategic partnerships.
  • Provides solutions, support and assistance to daily customer requests, inquires, problems and complaints for all VA/Govt. customers in a professional manner.
  • Answers all customer service and basic audiology question regarding Oticon products and services and promotes new products and technologies.
  • Possesses an in depth knowledge of the ROES system; demonstrating the ability to answer all customer questions with regards to Oticon ROES coding and processing.
  • Knowledge of and ability to use the ROES program for matching orders with P.O.s, and entering orders.
  • Actively follow-up calls on all orders with inaccurate information (missing P.Os, incorrect P.O., incorrect products) to ensure prompt response and turn-around time.
  • Provide basic telephone support to dispenser on audiological and client fitting needs.
  • Conduct outbound calls to educate customers on new product/technologies on contract.

 

Qualifications

To perform this job successfully, and individual must be:

  • Assertive, creative and quick thinking.
  • Positive ability to work as a team player and individual contributor.
  • Have strong customer service and communication skills.
  • Excellent verbal and written communication skills, including listening, speech and telephone voice.
  • Strong organizational skills and be detail oriented with excellent follow-up skills.

Education And/Or Experience

  • Knowledge of Microsoft Excel, Microsoft Word and Microsoft Outlook.
  • 1-2 years of Customer Service/Inside Sales/Telemarketing experience.

Experience working in the VA/Govt systems and knowledge of their ROES system preferred.

 

Oticon is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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