Customer Service Representative-NNA US

Nutricia North America
Rockville, MD
Apr 20, 2017
Apr 21, 2017
Customer Service
Full Time
**Customer Service Representative-NNA US** **Date:** Apr 18, 2017 **Location:** Rockville, MD, US **Company:** DANONE Nutricia North America within Medical Nutrition Division is looking for a Customer Service Representitive in the United States for Rockville, Maryland. With our global presence, brands and business within our mission "bringing health through food to as many people as possible" we believe that people growth is a key asset to reach a sustainable business performance. Take this opportunity to GROW together! **Position Summary:** The Customer Service Representative will provide support for the company's customers by receiving incoming sales orders via telephone, fax, e-mail, and regular mail from both English and French speaking customers. Additional responsibilities will include processing of orders, responding to general customer inquiries, invoice questions, and customer complaints. This role projects a professional company image through professional verbal and written customer interaction. **Key Responsibilities:** **Order Entry** + Accurately enters sales orders, and customer information and processes orders into the company computer system + Sets up new customer accounts + Updates existing customer information + Processes credit card orders + Processes returns and issues return authorization numbers in accordance with company policies and procedures + Processes debit and credit memos from wholesalers in accordance with Nutricia North America's policies and procedures **Communication** + Answers phones and responds to customer requests in both English and French + Provides customers with product pricing and ordering information + Advises customers of Nutricia North America's policies regarding orders and returns + Follow-ups on customer inquiries not immediately resolved **Additional Responsibilities** + Distributes credit applications to customers as requested via mail, fax or email + Tracks and provides Proof of Delivery for shipments as requested + Researches and responds to all shipping complaints in an efficient and courteous manner + Works closely with manager and other co-workers regarding questions, caseload volume + Assists in providing training for temporary or new hires as needed + Recommends process improvements + Assists other departments with English/French translations if/when available + Other duties as assigned **Knowledge, skills and abilities:** + Proficiency with MS Office including Excel, Word, and Internet Explorer + Proficiency in operating standard office equipment to include fax, copier, etc. + "Warehouse Operations" knowledge regards to familiarity with shipping/transit time information, and being familiar with freight/shipping costs. + Bilingual written and verbal skills in English and French required + Excellent written and verbal communication skills + Ability to work independently and as a member of a team + Effective organizational, problem-solving and analytical skills **Supervisory responsibilities:** This positon does not have direct reports. **Working conditions:** This position is based in an office environment. **Minimum qualifications:** + High school diploma required, College degree preferred. + Two plus (2+) years of bilingual customer service or bilingual translation experience in for example including but not limited to retail, food service, hospitality or call center, etc. **Success factors:** + Customer service-oriented disposition + Professional demeanor - ability to interact well with all departments within the Company and to represent the Company in a highly professional manner with customers + Attention to detail to perform accurate and quality work + Dependability - the individual is consistently at work and on time + Versatility, flexibility and a willingness to work within constant changing priorities + Problem solver + Continuous improvement mindset, be able to seize an opportunity to change a process for the better and then take the steps towards making that change. For more information about Danone, its people and its business, please visit We have something special inside, do you? 89583 Experience: Experienced Professional \#LI NORAM Nutricia Advanced Medical Nutrition is focused on pioneering and delivering specialized nutritional solutions and Best Care for medical professionals and their patients, helping people live healthier and longer lives. Nutricia North America was established in 1983 and is headquartered in Rockville, MD. We seek to provide solutions and services wherever nutritional intervention can be shown to improve clinical outcomes. In partnership with doctors, healthcare professionals and caregivers, we work to make a real difference in people's lives by speeding recovery and encouraging independence. Our ambition is to deliver only proven benefits through nutrition, as an integral part of disease management. Consisting of a wide variety of FDA and Health Canada regulated nutrition products, we are especially active in the management of inherited metabolic diseases, severe pediatric allergic and gastrointestinal disorders, pediatric epilepsy, and long term and critical care for seniors. Nutricia North America is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, veteran status, genetic characteristic or any other unlawful criterion. **Nearest Major Market:** Washington DC **Job Segment:** Customer Service Representative, Call Center Representative, CSR, Call Center, Customer Service, Management

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