Customer Service Representative (Remote)

Thank you for considering a career at Bon Secours Mercy Health!

Reports to: Supervisor or Manager, Customer Service

Direct Reports: 0

Primary Function/General Purpose of Position

The Customer Service Representative will be the primary point of contact for all of Supply Chain's customers.

They will be the first touch point for all issues. Their knowledge is expected to cover both Purchasing and Accounts Payable, as well as other areas of Supply Chain, such as Clinical Integration and Sourcing. The purpose of the Customer Service Representative is to process and expedite orders for both internal and external customers by going beyond what is expected, helping others in a thoughtful way, and delivering a higher level of support. Pleasant customer service is required to provide a professional and prompt response to our customers. Maintenance of tickets recording all phone conversations is required, and escalation to management is expected for recurring issues that need to be identified for possible process improvements. The Customer Service

Representative has a unique perspective on the issues spanning across the Supply Chain organization.

When calling the Call Center, you will speak with a trained Customer Service Representative who is ready to answer questions and facilitate resolution in all areas of the procurement function with a knowledge of the ordering systems and processes.

This includes shipping orders for Overnight delivery, 2nd day delivery, Stat orders, tracking PO's, answering questions, HYBRENT support, resolving Buyer Messages and Invoices. Handling issues on the front end significantly impacts the number of invoicing and receiving issues. It also allows the representatives and buyers time to address any outstanding items, invoicing, buyer messages,

open orders and reports. Answer calls in a call center environment on a broad range of customer inquiries within Supply

Chain operations. Respond to calls with appropriate sense of urgency, and/or escalate calls following call center protocols to others as warranted. Work collaboratively with colleagues and others on the team.

Conduct basic research in the ERP system to determine order status, invoice status or other Supply Chain info. Build relationships with internal and external customers.

Essential Job Functions:

• Answers calls in a call center environment on a broad range of customer inquiries within operations.
• Responds to calls with appropriate sense of urgency, and/or escalate calls following call center protocols to others as warranted. Emergency orders and credit holds are particularly time sensitive as they could impact patient care.
• Conducts extensive research to determine call resolution, order status, invoice status or other information.
• Recommends process improvements based on the incoming inquiries.
• Reviews statements and provides detail information for discrepancies.
• Monitors tickets, including recorded phone conversations, and escalates any issues related to quality concerns to management for possible process improvement.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

none

Education

High School Diploma/GED (required)

Associates Degree (preferred)

Work Experience

2 year of experience in customer service (required)

Training

none

Patient Population

Not applicable to this position

Working Conditions

Periods of high stress and fluctuating workloads may occur.

General office environment.

Work Position

Frequency 0% 1-33% 34-66% 67-100%

Sitting x

Hazards

Not applicable to this position

Skills

Microsoft Excel

Database analysis

Vendor statement comparisons

Functions

Systems

Cisco phone system

Attention to detail

Customer service

Adaptable

Flexible

Quick Learner

Multitasker

Verbal Communication

Written communication

Bon Secours Mercy Health is an equal opportunity employer.

Many of our opportunities reward* your hard work with:

• Comprehensive, affordable medical, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Employer contributions to retirement savings plan when eligible
• Paid time off
• Educational Assistance
• And much more

*Benefits offerings vary according to employment status

Scheduled Weekly Hours:

40

Work Shift:

Days (United States of America)

Department:

Supply Chain - P2P

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health - Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email [email protected]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected].