Customer Service/Order Entry II

Job Title: Customer Service/Order Entry II
Location: Framingham MA
Duration: 6 Months Contract
Work Schedule: 9am-5:30pm (1st Shift)
Tax Term: W2 
"U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time." 

Job Description:
Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.  
First point of customer contact for general inquiries like pricing, products, scheduling etc.  
Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.

General Support Activities 
Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs 
Work through resolution of technical service issues according to standard processes and procedures and specialized understanding of 
complex product issues 
Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation 
Log all service data required for tracking (Salesforce.com) 
Maintain a high level of technical competence on solutions and related technologies 
Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction 
Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support 

Order Entry Related: 
Process Install, Replacements, Deinstall and Accessory Orders for both Logistics and Non Logistics Customers 
Receive / Communicate Order Status Updates, with input from our Partners to Customers 
Follow-up on Pending (Open) Orders 

Services Related: 
Provide support for customers using Logistics and Installation services 
Manage device deliveries and retrievals 
Manage scheduling of installer resources 
Assign and Unassign devices from patients (Logistics Customers Only) and organizations within the Clinical application. 
Provide Daily Shipment Reports to Customers. 


Experience: 
2-5 years of experience in position or specialization. 

Education: High-school/Associates or equivalent experience if applicable. Certification if applicable. 
 
If you are available, interested, planning to make a change, or know of a friend who might have the required qualifications and interest, please send the updated resume to srini@apninc.com along with a best time and number to reach you.
 
Your prompt response is highly appreciated. 
 
Thanks and have a blessed day ahead.
 
-
Thanks and Regards,
Srinivas Mallipog
Resource Executive
APN Software Services, Inc (www.apninc.com)
39899 Balentine Drive, Suite 385, Newark, CA 94560
Phone: 510-623-5050- Extn 139 / Direct: 510-943-4054
Fax: 510-623-5055 
Email Id: srini@apninc.com

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