External - Customer Support Specialist

Job description

  Job facts
External - Customer Support Specialist

Job Facts:

The Customer Support Specialist answers customer service inquiries and analyze/troubleshoots problems with non-functioning products and/or services or orders, pricing, invoicing, etc. May also provide specialized support in a customer contact area. Identifies problem areas and recommends corrective solutions. Maintain documentation according to established guidelines as may be required by specific job responsibilities.

Knows and applies the fundamental concepts, practices and procedures of the particular field of specialization. Significant on-the-job training or formalized education in specific area. Requires some evaluation, originality or ingenuity. Work is varied and may be somewhat difficult in nature but usually involves limited responsibility. Contributes independently or with a team towards a program or department goal or service. Interfaces with internal customers and departments.

The Opportunity:

·  Respond to customer inquiries concerning orders from inception to delivery including, anticipating any problems, concerns and rectifying proactively.
·  Provide specialized support in specific customer function which also requires troubleshooting problems and identifying solutions. Independently applying subject matter expertise to track, analyst, report, and apply the most appropriate course of action.
·  Responsible for the coordination of communication and interaction required for implementation of product promotions, process changes, new products, and marketing programs regarding orders.
·  Acts as key resource to internal or external customers. Customers at risk, proactive customer management by recommending process changes to improve customer satisfaction.
·  Responsible for monitoring customer or product trends, proactively providing problem resolution on issues involving customers and interfacing / negotiating / problem solving with internal groups to increase customer satisfaction / delight.
·  Special projects as assigned.

Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

Who you are:

·  Associate's Degree with at least 1 year previous customer service experience or greater than 3 years previous customer service experience.
·  Proven ability to make quick and effective independent decisions.
·  Strong organization and planning skills.
·  Ability to handle multiple functions at one time.
·  Efficient and effective oral and written communication skills.
·  Intermediate computer skills including the ability to do some advanced functions within various software packages.
·  Ability to develop expert product knowledge for areas of responsibility.

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity

Roche is an equal opportunity employer.
Indianapolis

·  Who we are

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

Desired profile

Who you are:

·  Associate's Degree with at least 1 year previous customer service experience or greater than 3 years previous customer service experience.
·  Proven ability to make quick and effective independent decisions.
·  Strong organization and planning skills.
·  Ability to handle multiple functions at one time.
·  Efficient and effective oral and written communication skills.
·  Intermediate computer skills including the ability to do some advanced functions within various software packages.
·  Ability to develop expert product knowledge for areas of responsibility.

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity

Roche is an equal opportunity employer.
Indianapolis

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