Customer Support Specialist


Job Summary
Responsible for managing and processing domestic orders, billings, and credits. Provides customer service support to our U.S. markets regarding detailed product information, pricing, sourcing, and product availability. Communicates directly with customers/distributors to resolve order issues, provide detailed product information, pricing, availability, and order delivery information. 

Principal Duties and Responsibilities

? Receives and prioritizes orders based on customer requirements, product shipping modes, and product availability.
? Assists Corporate Regulatory Compliance with product retrieval procedures when necessary.
? Processes orders requiring special intervention and analyses. Requires high degree of research and problem solving.
? Answers very detailed product related questions for all product lines and makes product substitution recommendations when necessary.
? Reviews and processes requests for credits, pricing adjustments, quote responses, product shipment tracking, complaints, and special programs.
? Participates in the departmental 24-hour emergency “on-call” service.
100 Total Percent (not to exceed 100%)
*Individual percents should be greater than or equal to 5%. 

This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of the ADA.

Expected Areas of Competence (i.e. KSAs) 
? Must possess excellent telephone etiquette. The ability to handle multiple telephone calls in a positive manner while maintaining a positive relationship with customers is essential to this position.
? Must be skilled in verbal and written communication techniques.
? Organizational and time management skills are essential.
? Must maintain a high degree of professionalism in a potentially frustrating environment with extreme time constraints.
? Demonstrated knowledge to identify Zimmer products by major product groupings and familiarity with product lines of other division.
? Participation in departmental 24 hour emergency “on-call” service is a requirement of this position.
? Required to work some holidays.
? Previous PC experience (alpha and numeric keyboards) required. Must be able to enter data at 7000 KDPH with 95 percent accuracy.
? Knowledge of ZDCS preferred for the purpose of order entry, maintenance, invoicing, item/order status, and all other inquiry conversations related to customer service.
? Thorough knowledge of Word, Excel and Livelink preferred.
? Must type 40 wpm with 95 percent accuracy.

Education/ Experience Requirements
? High School Diploma or equivalent

Travel Requirements 
? Up to 10%

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Reference number US_EN_99_022252_481540