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Representative, Client Accounts

The Rx Returns Representative provides excellent customer service, completing tasks and SalesForce cases while maintaining the integrity of Inmar’s major databases.

The ideal candidate will exhibit initiative to evolve personally and within Inmar’s organization.

They will display self-control under stressful circumstances and collaborate effectively with their direct and indirect teams.

Primary Accountabilities:

* Maintain detailed, accurate files and records.

* Act as Tier 2 for the Call Center.  If the Call Center cannot answer a question, the call will be transferred to the Rs Returns Representative

* Receiving and assessing client/vendor needs via inbound emails and SalesForce cases

* Answering questions, overcoming objections, and handling sensitive or uninformed callers.

* Interacting with multiple departments to gather critical data elements and information.

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

* Prioritize and manage multiple tasks requiring extensive timely follow up and completion of all projects within the specified KPIs

* Adhere to prescribed routines and practices

* Proceed independently and carry out assignments to completion with minimal instruction

* Load store files accurately and within the specified clients’ Service Level Agreement (SLA)

* Setup clients with access to Netlink, InvoiceLink, HRM

* Research client issues with a sense of urgency based on the client’ priority, resourcefulness and taking ownership of the issues until completion

* Complete all SalesForce cases assigned to you within the specified SLA

* For those SalesForce cases requiring Operations to research, create an OPS Research case in SF and monitor through completion.  Close OPS Research cases as Operations resolves

* Work as a team in a POD structure (AM, Reporting Representative and Rx Returns Representative) structure to provide an enhanced the client experience

* Work the Hold Report weekly (mfg)

* Maintain membership tables for the client so that EDI is correct (mfg)

* Virtual key debit memos as assigned (mfg)

Required Qualifications:

* Bachelor’s Degree and/or a combination of related work experience in on or more of the following fields:  retail/manufacturer supply chain, transactional/data processing environments, and/or complex business account services.

* 1-2 years related work experience is preferred or 1-2 years as a Call Center Representative

* Must be proficient and advanced experience in Microsoft Office Products (Word, Excel, PowerPoint), Google products and SalesForce

Individual Competencies:

* 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.

* Establish Focus: The ability to develop and communicate goals in support...

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