Customer Service Representative

• Follows standards of customer service in listening, discussing and responding to inquiries and requests.
• Deliver supplies in a timely fashion to all med/surg, testing and other patient areas, understanding the immediate need for items requested. Utilize computer system and handheld devices to deduct items from inventory. Obtain delivery confirmation on every delivery as per procedure, which may include signature of recipient.

• Maintain delivery time standards.
• Ensure all daily measurement/tracking reporting sheets are completed appropriately as required.
  • Exercises appropriate body mechanics, care and caution when handling and delivering materials. Use delivery dolly to move supplies between the delivery cart and stock room. Return the dolly to the dolly storage area at the end of your shift.
  • Exercise appropriate body mechanics when moving a cart. Whenever possible, push rather than pull the delivery carts. Do not use a broken cart, stop and ask for help to move the supplies to another cart. Tag the broken delivery cart and notify your supervisor so the cart can be repaired.

Maintain accurate records by keeping a written log of all assignments and tasks. Submit productivity logs and measurements to Supervisor

• Maintain neat, welcoming and functional customer service area. Monitor stock levels within Materials Management as product is selected for delivery and report any deficiencies.
• Promote confidentiality of information related to individual patients and patient care units. Attend regular training sessions. Assist in the training process for new customer service employees.

• Responsible for the receipt and delivery of bulk medications from vendors to the pharmacy or nursing units as well as the transport of medication orders that are packaged for delivery from the pharmacy to various areas of MGH.
• Perform other duties as assigned.
• Follows Hospital, JC, DPH and other regulatory agency guidelines and procedures.

Materials Management employees will have access to supply rooms while performing job duties such as but not limited to the following: Replenishing/Replacing Linen Carts, Delivering/Removing Oxygen Tanks, Placing/Stocking Supply orders.

Additional Job Description

• Ability to work in a fast-paced stressful environment
• Exceptional customer service skills and patience when dealing with our customers.
• Requires excellent interpersonal and organizational skills.
• Strong customer service and interpersonal skills.
• Knowledge of department customer service procedures.
• Ability to gain product knowledge across departments.
• Ability to handle and prioritize multiple tasks effectively.
• Exceptional patience with all customers
• Accuracy and attention to detail.
• Basic mathematical skills
• Knowledge of Microsoft Office applications Outlook and PeopleSoft.
• Ability to learn use of dept. inventory systems and handheld devices.
• Perform accurate record keeping and data entry.
• Excellent verbal and written communication skills.
• Flexible, particularly in meeting scheduling needs.
• Working knowledge of office machines.

Ability to work in a team environment