Customer Service Specialist

Duties & Responsibilities:

• Provide primary telephone coverage for all customer service functions including order entry, return authorizations, product information requests, requests for quotations (RFQ) from customers and field sales force and route calls to the appropriate personnel.
• Enter orders received, prepare quotes and maintain files for all quotes that are processed. Process sample requests through the designated approval process.
• Set up new customers as needed.
• Computes price, discount, and shipping charges as required.
• Informs customers of unit prices, shipping date, anticipated delays and any additional information needed by the customer.
• Interface with warehouse to manage daily flow of orders, shipments, to be sure of timely response to all orders and requests.
• Follows up on orders to ensure delivery by specified dates.
• Checks invoices for shipment to ensure the warehouse entered according to customer request.
• Confers with shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments.
• Compiles statistics and prepares various reports for management.
• Provide customer support to answers questions from customers or individuals on how a product operates or directs them to the person able to assist them.
• Maintains customer database including, but not limited to, customer name, addresses, shipping account and terms.
• Responsible for return with RMA and Credit/Rebills.
• Monitor tracking repairs that are sent to Headquarters, from start to finish.

Education & Experience:

• High school diploma or GED diploma, college degree a plus with 1+ years of customer service experience.
• Proficiency with Microsoft Office, Word, Outlook and Teams.
• Experienced with Sage or IFS desired.
• Excellent interpersonal and telephone communication skills.
• Ability to work individually and collaboratively in a high call volume.
• Ability to multitask, manage time and prioritize tasks.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Other Duties:
 

Please note this job description is not designed to cover or contain a comprehensive listing of 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. 

Equal Employment Opportunity Statement

DUTCH Ophthalmic USA (part of DORC International) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, 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.