Customer Service Representative, Supply Chain

The Customer Service Representative (CSR) provides customer service through a support number and email for both internal and external customers that require assistance with supply chain functions. The CSR is the first point of contact with a goal of resolving customer inquiries at first contact in a professional manner. The CSR records and assigns complex inquiries to the various supply chain areas within BCCSS and provides timely resolutions/solutions for less complex inquiries. Inquiries are entered into a database for tracking and monitoring along with maintaining accurate records for tracking, reporting, and auditing purposes. The CSR also orients various health authorities on how to navigate through Supply Chain applications and related systems. The CSR supports other Customer Relations and Promotions staff through a support role as required.

Duties/Accountabilities:

1. Performs duties such as responding either verbally or by email to questions or problems from customers; takes appropriate action to resolve issues and follow-up in a timely fashion. Escalate complex customer inquiries to the appropriate Customer Relations staff and maintain customer contact until request is resolved and the customer has been provided status, progress and resolution.
2. Records support calls into a database for reporting. Collects, compiles and summarizes information on requests and prepares regular reports.
3. Orients customers on how to submit accurate requisitions. When requested by purchasing staff, forward purchase requisitions to appropriate health authority customer for approval
4. Orient customers on how to check order status, how to forward purchase requisitions to the appropriate approving authority, and how to navigate through supply chain applications and the customer portal.
5. Provide customer with process on how to request to add items to inventory
6. Provide information to the customer on how to request a new product, product evaluation, and demonstrations.
7. Obtain the necessary access and approvals from the manager/supervisor for customer’s requiring access for ordering goods and services.
8. Identify customers that no longer require access to purchase goods and services and respond to customer requests to have these customers’ access removed.
9. Ensures that purchasing policies and procedures are followed and provides necessary support to ensure future compliance.
10. Investigates requisition-related discrepancies and refers problems to appropriate staff.
11. Designs/revises a variety of forms that are related to the customer service functions such as: requisitions, ordering approval access forms, , customer presentation for placing requisitions. Reviews information changes related to Material Service dictionaries and ensures the changes are per dictionary policies. Provide support to end users on dictionary policies as required. Enter approved information into the Material Management Dictionaries.
12. Liaise with other internal business streams to assist with customer issues and identify educational opportunities for the customer.
13. Identify receiving issues at HA’s sites, orient customer to ensure receiving meets required deadlines at the various HA sites. Blind receive in the receiving system when required.
14. Receives, logs, sorts, and distributes incoming and outgoing mail, emails, faxes and internal correspondence and any other related documents to appropriate staff and HA’s.
15. Operate standard office equipment.
16. Reserve meeting rooms and arrange conference calls as required. Process requests for vendor appointments for participating HA’s.
17. Maintain contact lists for internal supply chain staff as required.
18. Supports other customer relations staff by assisting in the gathering and bringing forward information for use in improving processes for internal and external customers. Assist with the creation and updating of support materials. Ensure consistent and up to date information is provided to the customer.
19. Under the request and direction of IMIT staff, test the materials management modules prior to the release of a new version that may impact the current Customer Relations customer support.
20. Provide support to internal and external customers for purchasing card transactions and usage.
21. Perform other related duties as assigned such as: clearing paper jams, reloading paper trays, packaging and storing files, creating and maintaining file systems.
22. Performs other related duties as required.

Qualifications:

Education, Training and Experience
Grade 12, and three years’ recent, related experience or an equivalent combination of education, training and experience.
Knowledge, Skills and Abilities
Experience with multi-line telephone system
Ability to keyboard at 50 WPM.
Ability to communicate effectively both verbally and in writing
Ability to deal with others effectively with a proven track record of delivering excellent customer service, problem solving and ability to work collaboratively with other team members
Ability to demonstrate resolution of issues and continuous improvement of the customer service centre
Physical ability to carry out the duties of the position
Ability to organize work
Ability to operate related equipment