Customer Service Representative

at Lucent Group
Location Pomona
Date Posted September 1, 2021
Category Engineering
Call Centre / CustomerService
Job Type Not Specified


Lucent Group -
Overall Responsibility:
Coordinates purchasing duties for the various departments managed by the organization
Resolves customer requests, questions, and complaints, frequently requiring analysis of situation to determine best use of resources
Serves as liaison between the facility's department heads or purchasing representatives, vendors and management
Requires multi-tasking capabilities
Requires excellent communication skills and problem-solving abilities
Resolves product or service related issues by:
o clarifying the customer's complaint
o determining the cause of the issue
o selecting and explaining the best solution to solve the issue
o coordinating the necessary adjustments; follow up to ensure resolution of the issue
Key Areas of Responsibility
Handle Incoming calls from facility department heads or purchasing representatives, as well as vendor contacts
Respond via email to inquiries regarding orders, products and services
Process and confirm purchase orders based on designated priority list
Correct and amend orders when necessary
Resolve issues with backorders, quality issues, and delivery concerns
Ensures vendor order and delivery schedule is maintained and adjusted when necessary, specifically during the Holiday seasons
Act as an intermediary between the facility and Regional Nurses/FSDs
Responds to all requests from Regional Directors in a timely fashion
Responsible to help co-workers with heavier workloads if time allows and the need arises
When all tasks are completed, notify department head of available time for additional work assignments
Resolves issues and concerns in a timely fashion
Report all issues that require additional attention or cannot be resolved to senior management in a timely fashion
Routinely demonstrates and creates a helpful and positive work environment