Customer Service Representative, Lymphology
Essity · Charlotte
The Essity Order Administration & Customer Service Team is currently seeking a Customer Service Representative, Lymphology. This is a hybrid role & will be based in our office in Ballantyne, NC.
About the Role
The Customer Service Representative, Lymphology serves as a trusted customer owner, escalation resource, and process improvement partner within Customer Service. This role provides superior service as the single point of contact for servicing accounts, educating customers, handling complaints and distribution of Lymphology orders. This individual represents Essity in a positive and professional manner in all matters relating to sales and service.
What You Will Do
- Interact with customers via telephone and other media.
- Creates pleasant and professional environment to promote positive interaction with both internal and external customers.
- Enters custom product orders (measurements, options, etc.) in compliance with HIPAA regulations, verifies product description, quantity, shipping and billing information via computer-based applications (SAP P19, SAP P14, et al).
- Verifies accuracy of orders and contacts customers as required to ensure customer needs in an efficient manner.
- Educates customers on and administers all product warranty information, Total Satisfaction Guarantee and Returned Goods Policy.
- Uses discretion in handling complex transactions and offers options to proactively solve customer needs.
- Safeguards confidential patient health information in compliance with HIPAA regulations.
- Communicates with MEAs (Medical Advisor) and TBMs (Territory Business Manager) to provide extensive details regarding potential opportunities and/or issues.
- Communicates with various company departments, as well as shipping carriers and other outside agencies to answer questions, provide information, or expedite shipping.
- Research discrepancies and provide customer with resolution in a prompt manner. This may result in the accurate creation of Quality Notifications.
- Provides pricing quotations upon request.
- Responsible for appropriately handling the confidential entrustment of customer credit cards and processing prepay transactions.
- Processes marketing and sales sample orders, ensuring that these are coded correctly and charged to the correct account.
- Fulfills requests for informative written documentation for customers (invoices, order confirmations, MSDS sheets, catalogs, samples, swatches, prescription pads, price lists, etc.).
- Maintains a neat and orderly work area and all reference materials up to date according to 5S standards.
- Maintains acceptable standards with regard to defined performance metrics.
- Performs other duties as required to meet department goals.
Who You Are
- Associate degree, bachelor’s degree, or equivalent customer service, order management, healthcare, commercial operations, or business experience preferred.
- Prior customer service, order management, account support, claims, returns, billing, logistics, or related experience preferred.
- Experience using SAP, CRM systems, Microsoft Office, email, spreadsheets, order management tools, customer portals, or similar business applications preferred.
- Prior experience working within the Healthcare & Medical industry in preferred but not required.
- Strong verbal and written communication skills with the ability to explain issues clearly, professionally, and customer-centrically.
- Demonstrated ability to take ownership and initiative.
- Demonstrated accuracy, attention to detail, follow-through, time management, and ability to manage multiple priorities in a fast-paced environment.
- Ability to research issues, resolve discrepancies, interpret business rules, and make sound recommendations within defined guidelines.
- Comfort using digital tools and learning new systems, workflows, automation, AI-enabled tools, and reporting resources.
What We Can Offer You
At Essity, we believe every career is as unique as the individual and empower employees to reach their full potential in a winning culture motivated by a powerful purpose.
Compensation and Benefits:
Expected Compensation
Competitive annual salary + annual incentive bonus + benefits
Pay offered may vary depending on multiple individualized factors such as knowledge, skills, and experience.
Along with competitive pay you will be eligible for the following benefits:
- United Healthcare PPO / EyeMed Vision Insurance / Delta Dental Insurance
- Wellness program provided through Rally
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- 401(k) with employer match and annual employer base contribution
- Company paid Basic Life, AD&D, short-term and long-term disability insurance
- Employee Assistance Program
- PTO offering with Paid Holidays
- Voluntary benefits to include: critical illness, hospital indemnity, and accident insurance
- Employee discounts program
- Scholarship program for children of Essity employees.
Collaborative and Caring Culture | Empowerment & Engaged People | Work with Impact and A Powerful Purpose | Individual Learning & Career Growth | Health & Safety Priority | Sustainable Value Together| Innovation| Sustainable Working Life | Competitive Total Rewards
Additional Information
The Company is committed to equal employment opportunity and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law.
If you require reasonable accommodation as part of the application process please contact EssityHRNorthAmerica@essity.com
Together, we are improving lives, every day
Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being.