ISIJP00012311 Customer Service Representative 1 not avail for ref

Customer Service Representative 1

Pay Rate:$24/hr

12 Months Project

Peachtree Corners, GA, Onsite 3 days

min 2 - 3 years of experience required.

· Respond to order status inquiries received through email and Salesforce case queues in a timely and professional manner.

· Process customer orders accurately and efficiently in accordance with established procedures and service level expectations.

· Review orders for completeness and accuracy, identifying and resolving routine data discrepancies before submission.

· Monitor assigned case queues to ensure customer inquiries are acknowledged and resolved within established timeframes.

· Provide customers with accurate information regarding order status, shipping updates, product availability, and order processing requirements.

· Maintain complete and accurate documentation of customer interactions and order activities within Salesforce.

· Follow standard operating procedures, work instructions, and company policies related to order management activities.

· Escalate non-routine inquiries, system issues, pricing concerns, allocation of questions, and customer complaints to appropriate support teams.

· Partner with internal teams as needed to obtain information required to respond to customer inquiries.

· Maintain confidentiality of customer and company information.

· Complete required training and maintain compliance with company quality and regulatory requirements.

· Meet established productivity, quality, and service-level performance expectations.

· Demonstrate professionalism, teamwork, and a customer-focused approach in all interactions.

· Complete all required training and maintain current training records.

· Meet or exceed performance metrics, including quality, productivity, service levels, schedule adherence, and customer satisfaction.

· Safeguard confidential customer, patient, and company information in accordance with policies and regulations.

· Foster a positive, collaborative, and customer-focused work environment through professionalism, accountability, and teamwork.

Requirements

tlight Call Notes on ISIJP00012311

Honestly, I found Karan's advice around the role much more useful than anything the manager said on the call.

We are looking for "hands-on experience with Salesforce case management, case queues, order processing/order entry, order status or shipping inquiries, customer escalations, SLA-driven support, and coordinating with internal teams to resolve customer or order-related issues."

Summary

• New hiring initiated for Customer Service Agent in Peachtree Corners, established as a hybrid role requiring three days on-site (Tuesday, Wednesday, Thursday) and two days remote.
  
• Strategic focus for the role is 100% email-based correspondence, case management, and data entry for B2B hospital accounts, specifically avoiding all phone and chat communication.
  
• Candidate requirements defined: Position is entry-level (High School diploma acceptable) with a preference for 3 years of experience; prior knowledge of Salesforce, SAP, or Neptune is attractive but not required as a training curriculum is provided.
  

Full Summary

Role Overview and Work Arrangement

• The company is hiring for a Customer Service Agent position located in Peachtree Corners, primarily focused on email-based support and data entry.
  
• The position follows a hybrid work model, requiring three days in the office and two days of remote work.
  
• The three on-site days are scheduled for Tuesday, Wednesday, and Thursday.
  
• The standard working hours are Monday through Friday, from 9:00 AM to 6:00 PM.
  
• The role involves order management, including processing order submissions, handling inquiries, and resolving cases.
  
• Communication is strictly limited to email correspondence at this time, with no phone or chat system interactions required.
  
• The business operates on a B2B model, primarily serving hospitals.
  

Candidate Qualifications and Experience

• The position is classified as entry-level, but Kiana is open to a wide range of experience levels.
  
• While three years of experience is the preferred "sweet spot," the team will consider junior candidates or those with up to 10 years of experience if they fit the culture.
  
• A high school diploma meets the minimum educational requirement; a bachelor’s degree is not mandatory.
  
• Candidates from various professional backgrounds are encouraged to apply.
  
• Preferred industries include medical devices, general customer service, hospitality management, and call center environments.
  
• Key soft skills required include being detail-oriented, highly organized, and possessing strong written communication skills to handle the email-heavy workload.
  

Technical Systems and Training

• New hires will undergo a training curriculum focused on internal systems and order management processes rather than deep technical product knowledge.
  
• The role utilizes several software platforms for daily operations.
  
• Salesforce is used for case management and all customer correspondence.
  
• Data entry is performed within SAP and a platform called Neptune, which is a substandard of SAP.
  
• While prior experience in Salesforce and SAP is attractive, it is not a requirement as training is provided.
  
• Excel skills are considered a plus but are not required for the role.