Position SummaryThe Customer Service Representative II will support customers by processing orders, handling inbound customer inquiries, and completing various customer service transactions. This role is responsible for entering customer orders accurately, answering approximately 12-15 inbound calls per day, processing returns, and ensuring timely resolution of customer issues. The ideal candidate will possess strong communication skills, attention to detail, and the ability to provide exceptional customer service in a fast-paced environment.Key ResponsibilitiesEnter and process customer orders accurately and efficiently.Respond to approximately 12-15 inbound customer calls daily.Create and process customer returns and related transactions.Resolve customer inquiries and concerns while maintaining a positive customer experience.Utilize ERP systems and internal tools to manage customer requests and order information.Collaborate with internal teams to support customer needs and ensure issue resolution.Maintain accurate records and documentation of customer interactions.
Required Experience3-5 years of customer service and/or call center experience.Experience working with SAP ERP or similar enterprise resource planning systems.Strong proficiency with Microsoft Office applications, including Outlook, Excel, and OneNote.Demonstrated ability to multitask and navigate multiple systems simultaneously.Strong typing and data entry skills.Excellent problem-solving abilities with a patient, professional, and customer-focused approach.
Required SkillsCall Center/Customer Service ExperienceSAP ERP or Similar System ExperienceMicrosoft Office Suite (Outlook, Excel, OneNote)Data Entry and Typing ProficiencyCustomer Problem ResolutionStrong Communication SkillsPatience, Professionalism, and Empathy
Preferred QualificationsPrior Call Center experience in a high-volume environment.Medical Device industry knowledge or experience.Experience supporting customers in a regulated or healthcare-related environment.
EducationHigh School Diploma or equivalent required.
At VIVA, employee well-being is paramount. Our comprehensive benefits package ensures your health, financial security, and quality of life are always prioritized.
VIVA provides employees access to a comprehensive group health insurance plan (Medical, Dental, Vision, Basic Life, Term Life, and Accidental Death) through our flexible PPO plan-allowing you the freedom to choose healthcare providers.
Plan securely for your future with automatic payroll deductions into a tax-advantaged 401(k) retirement plan, including employer-matching contributions for eligible employees.
Earn performance-based bonuses and generous referral incentives of up to $500 when recommending talented candidates who become part of the VIVA family.
Enjoy timely and convenient payroll with biweekly direct deposit to your chosen financial institution. Biweekly Direct Deposit
Access exclusive employee discounts and savings on electronics, travel, groceries, apparel, and more through our dedicated VIVA Perks Program.