Call Center Representative at Inmar, Inc.

Job Description

Call Center Representative at Inmar, Inc. 

Position Summary:

The Representative in Recall Solutions is part of team focused on managing product recalls as determined by client specific recall activity.  Under the general guidance of a supervisor or manager, and in collaboration with other team members, the Representative performs detailed, routine clerical work of an administrative, analytical and client-service nature. 

Typical duties include handling inbound calls from third parties (consignees of a product) affected by a recall,  issuing RA’s (Return Authorizations) and generating Return Kits for that consignee, entering data from Recall Notification Response forms into Inmar’s systems/databases and performing outbound calls on behalf of clients based on a pre-defined script.

Primary Accountabilities:

• Operational (60%)

• Work as a liaison between an assigned Account Manager and a Specialist in Recall Solutions to own the recall process and enhance communications.

• Receive and respond to inbound calls from consignees (typically Rx consignees) who need to return product due to a recall.

• Generate and send a Return Kit using Inmar’s recall system.

• Perform outbound calls to consignees as needed.

• Receive and respond to client (consignor) requests and inquiries.

• Work efficiently and accurately in an atmosphere of frequent interruption.

• Prioritize and manage multiple tasks requiring timely follow up.

• Work independently and adhere to prescribed routines and practices.

• Provide exceptional customer service on the phone in order to best represent Inmar and our clients.

• Act as a subject matter expert for any tasks within the Recall Solutions team.

• Perform data review, cleaning and other data movement tasks to create file loads.

• Identify opportunities to improve processes and make recommendations to the manager.

• Work closely with manager and other team members to perform special projects as required.

• Administrative (40%)

• Enter consignee response data accurately and in a timely manner.

• Maintain detailed, accurate files and records in both electronic systems and paper form.

Required Qualifications:

• High School Diploma, Associate degree preferred

• 3-5 years of customer service-related work experience and/or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position.

• Proficient with Microsoft Suite

• Proficient with Google Suite

• Competent with AS/400 (or other similar computer systems)

• Competent with Salesforce

Individual Competencies:

• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information and achieve results.

• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.

• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

• Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.

• Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.

• Collaboration: Works collaboratively with others to achieve group goals and objectives.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is: 

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.

• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.

• Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.

• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% – 66% of the time

Regularly: Job requires this activity more than 66% of the time

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, and requirements and exceed their expectations.

• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.

• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information, and achieve results.

• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.

• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.