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Representative, Data Entry - RMA
Baxter Parkway Riverwoods, IL 60015 US
Job Description
Summary: The Data Entry Representative provides customers with support for processing returns from a remote work environment. This position is responsible for the accurate data entry of returns from customers in a timely and efficient manner. Data Entry Representatives enjoy helping others by providing excellent customer service, working independently and as part of a greater team, applying attention to detail, assuming responsibility, and using critical thinking skills to provide the best return and overall customer experience.
The Essential Roles and Responsibilities of the Role are:
Provides front line support to customers via email and possibly phone in the future for hospital products focusing on customer satisfaction, quality, and efficiency to resolve customer issues.
Records and documents all customer interactions properly in accordance with defined procedures, ensuring quality and accuracy in reporting.
Interfaces and interacts effectively with employees and customers, including clinical personnel.
Engages and escalates issues to appropriate personnel and/or departments as needed.
Regularly uses company provided laptop to communicate with customers, update tickets, complete checklists, access portals and training, diagnose problems, and maintain schedule of activities.
Maintains product knowledge through continuous training and uses the latest troubleshooting methods, SOPs, training manuals, and other reference materials.
Maintains compliance with laws protecting data privacy including HIPAA and GDPR.
Adheres to all environmental, health and safety SOPs, equipment, policies, and procedures, including any department specific requirements.
Performs other duties as assigned.
Required Qualifications
Proactive and results-oriented who can work both independently and as part of a team to effectively manage assignments and support customer email queues.
Must have proven ability to exercise independent judgment and draw accurate conclusions to effectively troubleshot issues based on available information.
Must have excellent verbal and written communication skills.
Good interpersonal skills with the ability to react quickly, accurately, and remain calm under pressure.
Ability to give full attention to what other people are saying, taking time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times.
Ability to understand and pay attention to the importance of details and convey the meaning to others.
Ability to multitask and pick up from where previous task was left off.
Ability to hold oneself accountable without direct supervision.
Highly proficient and comfortable navigating and using computers and computer-based systems.
Required to maintain reliable internet connection to effectively support business systems.
Ability to sit and look at a computer for long periods of time.
May be required to work evenings, weekends, holidays.
Experiences and Education
Education or Formal Training:
High School diploma or GED required
College degree in a related field preferred
Project Management certifications are a plus
Experience:
Required
1 - 2 years related experience providing technical support via email.
Experience using devices such as cell phone, laptop, and tablet to perform work activities
Preferred
Experience contributing and accessing information from a Knowledge Management system
Medical device industry background
Equal Opportunity Employer: We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
Fraud Alert: Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it’s from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
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