LeeSar
Job Details
Job Location LeeSar, Inc. (Headquarters) - Fort Myers, FL
Position Type Full Time
Job Category Customer Service
Description
POSITION SUMMARY:
Provides daily support to customers and LeeSar distribution through specific assigned responsibilities. Acts as the first point of contact for customers with regard to product needs, inquiries, defects, and problem resolution. Reviews and completes end-user requisitions, places orders, responds to vendor confirmation, enters data in appropriate system, creates purchase order; maintains an open dialogue to achieve satisfactory customer service outcomes. Advises customer of product availability, cost of supplies, and other order related issues. Meets or exceed customer expectations within system constraints. Acts as an expeditor for assigned customers. Works closely with CSF and File Maintenance departments to ensure negotiated product pricing is available, accurate, and current. Works with senior assistant to identify report needs; makes recommendations.
JOB DUTIES: GENERAL COMPETENCIES:
DEPENDABILITY & RELIABILITY:
Identify and escalate safety issues Ability to follow detailed directions with or without supervision Self-motivated, excellent at multi-tasking, detail-oriented Ability to work overtime, weekends and holidays as needed
PROFESSIONAL DEVELOPMENT:
Attend seminars related to Customer Service topics Attend Hospital and Member Off-Site visits Attend a minimum of one in-service on any of our supply chain management systems or member utilized disposable supplies (electronic accepted) Maintains proficiency on all aspects of on-line computer systems to perform routine procurement process. Applying daily application needs learns to capitalize on the benefits of Excel and Word programs; becoming proficient in these applications Attend seminars or workshops related to facilitation topics and tactics Demonstrate an attitude of a continuous improvement mindset
CORE COMPETENCIES:
JOB KNOWLEDGE:
Technology & Fleet Management Computer application skills, including Microsoft Word, Outlook and Excel.
Answer phone calls and log all calls into the Customer Service database. Processes customer and department supply orders. With minimal supervision, troubleshoots, researches and resolves customer issues with speed and professionalism, ensuring customer satisfaction. Proactively communicates with customer backorder issues, by providing weekly open order reports, and/or any other information that will ensure customer satisfaction. Recommends process improvements to CS Director. Performs other related duties, as assigned.
Purchasing:
Review and complete end-user requisitions and create purchase orders. Escalate to Agent any requests for items that are not catalogued Place orders according to appropriate methods (EDI, Fax, Phone), expediting as required Process stat orders and trigger courier services for product delivery Ensure receipt of confirmations for all orders daily. Confirmation should include vendor receipt of order, pricing and quantity match, and availability to fulfill order by requested or scheduled delivery date. Promptly responding to the vendors remarks/changes; enter confirmation data in system. If confirmation is not received within 24 hours, contact the vendor again to confirm receipt and processing of order, obtain any data changes, enter updated information in system Monitor and assure timely transmission of all expedited/overnight orders. Request back-up individual, should the ordering person be unavailable. Place order by phone, obtaining vendors customer service representatives name; enter notes, date, and time of order. Update end-user, back-up, and Agent via phone (voice mail) AND email of confirmation and any updates as necessary. Verify goods received. Respond to customer inquiries or concerns regarding order status Escalate any discontinued or backorder product to the respective Agents Ensure timely receipt of new vendor packets; standard expectation is turn-around within 2 business days. If not received, escalate to Agent Complete accurate data entry into appropriate systems Will perform other reasonably related business duties as assigned by immediate supervisor May be assigned to work as a subordinate to other personnel
Return Materials Authorizations (RMAs):
Manages the process for RMAs and assigns tasks as needed to internal or external stakeholders to complete the process and action steps
Credits:
Manages the process intake and performs process steps according to standard operating procedures to ensure accuracy in issuing credits. Responsible to mitigate any potential vendor issues, damages, losses due to poor quality.
Other:
Performs other work tasks or functions as assigned by leadership team (e.g. back orders, discontinued items inactives, match audit/exceptions, new vendor setup, vendor accreditation, recalls, auditing, researching product)
QUALITY OF WORK:
Maintains high quality performance while expediting the purchasing processes. Maintains keyboarding skills, typing a minimum of 45 ks/m. Ensures appropriate orders are placed with the LeeSar Distribution Center to support the efforts of CSOFL contractual arrangements
ADHERENCE TO COMPANY POLICIES:
Follow all documented LeeSar policy and procedure Follow all documented LeeSar Centralized Purchasing standard work processes Demonstrate ability to meet LeeSar attendance policy, being at work, on time every shift
COMMUNICATION, COLLABORATION, & ENGAGEMENT:
Demonstrate good verbal and non-verbal communication skills including positive and strong team communication skills Maintains an ongoing open dialogue with customer to ensure current information is available and communicated in a timely manner Reviews usage and identifies purchasing patterns of customers; recommends to buyer to add product or product line to distribution center's stock supply In any written or verbal communication, always conducts self in a professional manner Demonstrate strong desire to learn and develop new skills Daily demonstration of great focus and attention to detail in all processes
PRODUCTIVITY:
Open order report should be worked on a weekly basis for specified departments, all other departments will be worked on a monthly basis. Maintaining an open dialogue with affected customers on any order concerns Back Orders process worked on a daily basis to meet departmental goals/targets and objectives Open orders worked on a daily basis to meet departmental goals/targets and objectives Mitigation of cancelled orders/lines to achieve or maintain equal to or less than 2% unfilled rate
PROBLEM-SOLVING (CREATITIVITY & INITIATIVE):
Demonstrates flexibility and strong teamwork skills Escalates issues that cause process defects or waste during huddle and/or escalates to department leadership Makes decisions under duress Ability to participate in team problem solving as part of a continuous improvement culture Demonstrate ability to identify potential solutions to department quality opportunities
Qualifications
EDUCATION:
High School diploma or equivalent required Lean Management System knowledge (Department instructor led course) Read and speak English with enough fluency to accurately perform job duties One year office business experience preferred; will accept as equivalent, work experience directly related to distribution customer service center (i.e. expediting, purchasing, product research, customer service, etc.)
SKILLS:
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis. If the requirement is not marked, then it is considered not applicable.
JOB SPECIFICATIONS:
General Requirements (has the ability to...) Sit Stand Walk Bend Twist Reach Required Lifting (ability to lift...)
25 to 34 lbs Mental & Emotional Requirements (ability to...)
Work in a fast-paced, high-stress environment Make decisions under high pressure Cope with confrontation and assist with problem resolution Concentrate Handle a high degree of flexibility Handle multiple priorities in stressful situations Ability to work alone or in groups Demonstrate high degree of patience Adapt to shift work Work in areas that are close and crowded Pushing / Pulling/Maneuvering (ability to push, pull, and maneuver)
25 to 34 lbs Sensory Requirements (has ability for...)
Far Vision Near Vision Seeing Fine Details Hearing Normal Speech Telephone Use Visual acuity necessary to ensure accuracy, neatness, and thoroughness of the job Environmental (may be exposed to...)
Bright Lights Skills (ability to...)
Demonstrate strong oral and written communication skills Demonstrate proficiency in Excel and Word Manage multiple tasks with minimal supervision Be self-directed Proactively prioritize customer needs Hand Manipulation (ability with...)
Use of Keyboards Manual dexterity necessary to perform tasks Others
Ability to perform repetitive tasks Be physically present at job site as scheduled Ability to work overtime weekends and holidays as needed Hours may flex depending on shift needs
LeeSar is an Equal Opportunity Employer and a Drug-Free/Tobacco-Free Workplace
Job Location LeeSar, Inc. (Headquarters) - Fort Myers, FL
Position Type Full Time
Job Category Customer Service
Description
POSITION SUMMARY:
Provides daily support to customers and LeeSar distribution through specific assigned responsibilities. Acts as the first point of contact for customers with regard to product needs, inquiries, defects, and problem resolution. Reviews and completes end-user requisitions, places orders, responds to vendor confirmation, enters data in appropriate system, creates purchase order; maintains an open dialogue to achieve satisfactory customer service outcomes. Advises customer of product availability, cost of supplies, and other order related issues. Meets or exceed customer expectations within system constraints. Acts as an expeditor for assigned customers. Works closely with CSF and File Maintenance departments to ensure negotiated product pricing is available, accurate, and current. Works with senior assistant to identify report needs; makes recommendations.
JOB DUTIES: GENERAL COMPETENCIES:
DEPENDABILITY & RELIABILITY:
Identify and escalate safety issues Ability to follow detailed directions with or without supervision Self-motivated, excellent at multi-tasking, detail-oriented Ability to work overtime, weekends and holidays as needed
PROFESSIONAL DEVELOPMENT:
Attend seminars related to Customer Service topics Attend Hospital and Member Off-Site visits Attend a minimum of one in-service on any of our supply chain management systems or member utilized disposable supplies (electronic accepted) Maintains proficiency on all aspects of on-line computer systems to perform routine procurement process. Applying daily application needs learns to capitalize on the benefits of Excel and Word programs; becoming proficient in these applications Attend seminars or workshops related to facilitation topics and tactics Demonstrate an attitude of a continuous improvement mindset
CORE COMPETENCIES:
JOB KNOWLEDGE:
Technology & Fleet Management Computer application skills, including Microsoft Word, Outlook and Excel.
Answer phone calls and log all calls into the Customer Service database. Processes customer and department supply orders. With minimal supervision, troubleshoots, researches and resolves customer issues with speed and professionalism, ensuring customer satisfaction. Proactively communicates with customer backorder issues, by providing weekly open order reports, and/or any other information that will ensure customer satisfaction. Recommends process improvements to CS Director. Performs other related duties, as assigned.
Purchasing:
Review and complete end-user requisitions and create purchase orders. Escalate to Agent any requests for items that are not catalogued Place orders according to appropriate methods (EDI, Fax, Phone), expediting as required Process stat orders and trigger courier services for product delivery Ensure receipt of confirmations for all orders daily. Confirmation should include vendor receipt of order, pricing and quantity match, and availability to fulfill order by requested or scheduled delivery date. Promptly responding to the vendors remarks/changes; enter confirmation data in system. If confirmation is not received within 24 hours, contact the vendor again to confirm receipt and processing of order, obtain any data changes, enter updated information in system Monitor and assure timely transmission of all expedited/overnight orders. Request back-up individual, should the ordering person be unavailable. Place order by phone, obtaining vendors customer service representatives name; enter notes, date, and time of order. Update end-user, back-up, and Agent via phone (voice mail) AND email of confirmation and any updates as necessary. Verify goods received. Respond to customer inquiries or concerns regarding order status Escalate any discontinued or backorder product to the respective Agents Ensure timely receipt of new vendor packets; standard expectation is turn-around within 2 business days. If not received, escalate to Agent Complete accurate data entry into appropriate systems Will perform other reasonably related business duties as assigned by immediate supervisor May be assigned to work as a subordinate to other personnel
Return Materials Authorizations (RMAs):
Manages the process for RMAs and assigns tasks as needed to internal or external stakeholders to complete the process and action steps
Credits:
Manages the process intake and performs process steps according to standard operating procedures to ensure accuracy in issuing credits. Responsible to mitigate any potential vendor issues, damages, losses due to poor quality.
Other:
Performs other work tasks or functions as assigned by leadership team (e.g. back orders, discontinued items inactives, match audit/exceptions, new vendor setup, vendor accreditation, recalls, auditing, researching product)
QUALITY OF WORK:
Maintains high quality performance while expediting the purchasing processes. Maintains keyboarding skills, typing a minimum of 45 ks/m. Ensures appropriate orders are placed with the LeeSar Distribution Center to support the efforts of CSOFL contractual arrangements
ADHERENCE TO COMPANY POLICIES:
Follow all documented LeeSar policy and procedure Follow all documented LeeSar Centralized Purchasing standard work processes Demonstrate ability to meet LeeSar attendance policy, being at work, on time every shift
COMMUNICATION, COLLABORATION, & ENGAGEMENT:
Demonstrate good verbal and non-verbal communication skills including positive and strong team communication skills Maintains an ongoing open dialogue with customer to ensure current information is available and communicated in a timely manner Reviews usage and identifies purchasing patterns of customers; recommends to buyer to add product or product line to distribution center's stock supply In any written or verbal communication, always conducts self in a professional manner Demonstrate strong desire to learn and develop new skills Daily demonstration of great focus and attention to detail in all processes
PRODUCTIVITY:
Open order report should be worked on a weekly basis for specified departments, all other departments will be worked on a monthly basis. Maintaining an open dialogue with affected customers on any order concerns Back Orders process worked on a daily basis to meet departmental goals/targets and objectives Open orders worked on a daily basis to meet departmental goals/targets and objectives Mitigation of cancelled orders/lines to achieve or maintain equal to or less than 2% unfilled rate
PROBLEM-SOLVING (CREATITIVITY & INITIATIVE):
Demonstrates flexibility and strong teamwork skills Escalates issues that cause process defects or waste during huddle and/or escalates to department leadership Makes decisions under duress Ability to participate in team problem solving as part of a continuous improvement culture Demonstrate ability to identify potential solutions to department quality opportunities
Qualifications
EDUCATION:
High School diploma or equivalent required Lean Management System knowledge (Department instructor led course) Read and speak English with enough fluency to accurately perform job duties One year office business experience preferred; will accept as equivalent, work experience directly related to distribution customer service center (i.e. expediting, purchasing, product research, customer service, etc.)
SKILLS:
External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis. If the requirement is not marked, then it is considered not applicable.
JOB SPECIFICATIONS:
General Requirements (has the ability to...) Sit Stand Walk Bend Twist Reach Required Lifting (ability to lift...)
25 to 34 lbs Mental & Emotional Requirements (ability to...)
Work in a fast-paced, high-stress environment Make decisions under high pressure Cope with confrontation and assist with problem resolution Concentrate Handle a high degree of flexibility Handle multiple priorities in stressful situations Ability to work alone or in groups Demonstrate high degree of patience Adapt to shift work Work in areas that are close and crowded Pushing / Pulling/Maneuvering (ability to push, pull, and maneuver)
25 to 34 lbs Sensory Requirements (has ability for...)
Far Vision Near Vision Seeing Fine Details Hearing Normal Speech Telephone Use Visual acuity necessary to ensure accuracy, neatness, and thoroughness of the job Environmental (may be exposed to...)
Bright Lights Skills (ability to...)
Demonstrate strong oral and written communication skills Demonstrate proficiency in Excel and Word Manage multiple tasks with minimal supervision Be self-directed Proactively prioritize customer needs Hand Manipulation (ability with...)
Use of Keyboards Manual dexterity necessary to perform tasks Others
Ability to perform repetitive tasks Be physically present at job site as scheduled Ability to work overtime weekends and holidays as needed Hours may flex depending on shift needs
LeeSar is an Equal Opportunity Employer and a Drug-Free/Tobacco-Free Workplace