Customer Solutions Agent

About Us

Founded in 1908, Merz is a successful, family-owned specialty healthcare company with a rich history. As a leading global aesthetics business, our award-winning portfolio of injectables, devices, and skincare products empowers healthcare professionals to enhance confidence through aesthetic medicine. Our purpose is to fuel confidence by helping people look better, feel better, and live better. We believe you do not have to choose between living life and making a living. Live your best life with Merz Aesthetics.

A Brief Overview

The Customer Solutions Agent is responsible for delivering seamless, energetic, and professional support to customers. This role includes responding to inbound calls, processing order requests, and managing invoice and payment needs, while also proactively offering and promoting programs and products. Communicating effectively to resolve issues and ensuring a positive experience, all interactions utilize various systems to understand and enhance the customer journey.

What You Will Do

• Customer Support
  • Provide support to general queue of inbound phone calls, utilizing probing questions, problem solving and listening skills to understand issues, anticipate needs and ensure prompt resolution in response.
  • Participates in special customer outreach and projects designed to offer services to provide value to the customer and the organization.
• Order Fulfillment
  • Receive order requests & status inquiries from customers via phone or Salesforce Service Cloud queue and accurately process orders & responses within established timeframes.
  • Monitor the Service Cloud queues and place orders in SAP within established timeframes or reassign to appropriate regional queue.
  • Process medical affairs grant requests, return requests, ecommerce account approvals and other general product & account setup inquiries.
• Product & Program Knowledge
  • Develop a comprehensive knowledge of company products and services that can be clearly articulated to customers, both new and existing.
  • Promote and offer new or updated marketing programs, services or products to enhance the customer interaction and create value.
• Product & Process compliance
  • Follow established process guidelines ensuring compliance with all departmental SOPs
• Interaction Standards Documents all customer interactions and maintain performance standards, including effectiveness, efficiency and quality.
• Accounts Receivable Interpret & communicate customer account financial standings, accept payments, provide invoices and triage to second level as appropriate.

Minimum Requirements

• High School
• 1-2 years Experience in Customer Service function

Preferred Qualifications

• Bachelor's Degree

Technical & Functional Skills

• Excellent listening, probing and problem-solving skills
• Superior verbal and written communication skills
• Ability to work in a high-pressure environment and deal effectively with Customers by providing caring & knowledgeable responses and diffusing escalated situations with goal of one call resolution
• Skilled at navigating & multitasking in CRM, telephony system and other relevant order fulfillment ERP applications while interacting with customers on the phone, preferably SAP, Salesforce Service Cloud & NICE inContact
• Skilled in MS Office Suite, i.e. Outlook, Excel, Teams & PowerPoint

Schedule:

• 10:00am - 7:00pm Hybrid role. 3 days in office, 2 days' work from home