Job Details

  • Title: Customer Service Specialist
  • Code: RCI-24670
  • Location: Princeton, NJ 08540
  • Posted Date: 07/15/2022
  • Duration: 4 Months
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  Job Description

Position Overview

  • The Customer Service Specialist (CSS) will generate and administer Client Point of Care (APOC) Customer Service Agreement quotes and contracts within the operating policy of Client.
  • The CSS will ensure consistency and integrity throughout the service agreement contract processes. 
  • In addition, the CSS will generate revenue in accordance with company service revenue sales goals.
  • The CSS will maintain the service agreement database with accurate information on the customer’s contracts and on the customer including customer’s pricing for contracts.

Position Location

  • This position is located at APOC’s headquarters in Princeton, NJ. 
  • Qualified candidates must currently reside in, or near, the Princeton, NJ area.
  • Relocation assistance is not authorized for this position.

Position Responsibilities

  • Develop and create APOC Service Agreement quotes and contracts according to company policy and procedures.
  • Responsible for administrative and tactical activities associated with Service Agreement development, maintenance and renewal.
  • Work cross-functionally to resolve customer concerns.
  • Serve as liaison and Subject Matter Expert on service agreement concerns.
  • Collect necessary data for accurate contract submission and entry into Service Management System (SMS).
  • Assist internal and external customers with request for information on type and quantity of equipment shipped to identified locations.
  • Generate billing reports per schedule to ensure customers are billed promptly.
  • Initiate follow-up phone calls and emails for all quotes generated.
  • Investigate and resolves customers billing inquiries utilizing SAP system.
  • Request new customer numbers as needed in the Master Data Governance (MDG) system.
  • Update contract pricing as per the APOC pricing guidelines for service agreements.
  • Accomplish goals by working with Sales, Customer Support and Technical Support.

Minimum Position Requirements

  • Some college or equivalent experience required.
  • 2+ years’ experience in an inside sales position
  • Basic knowledge of Microsoft Excel and other commonly used Microsoft Office programs.

Preferred Position Requirements

  • Bachelor’s degree.
  • 2 years of prior experience in creating and selling service contracts
  • Customer-centric approach with an understanding in how to provide outstanding customer service while making sound business decisions.
  • Completed formal Negotiation training; Ability to negotiate and utilize open ended questions.
  • Ability to organize and prioritize workload for themselves and others.
  • Ability to clearly, concisely and accurately convey communications.
  • Ability to work independently and in groups.
  • Ability to work cross-functionally to accomplish goals.
  • Ability or aptitude to use various types of databases and other computer software to complete tasks.
  • Excellent judgment/decision making skills.
  • Strong mathematical skills.
  • Ability to communicate to customers over the phone.
  • Good interpersonal skills, phone selling skills, problem resolution skills, time management, organizational and multi-tasking skills.
  • Strong organization, time, and project management skills
  • Familiar with medical device products application and utilization