Customer Service Specialist
3 weeks ago
Senior Customer Service Specialist
About the Company
Our client is a unified breathing company that focuses on improving the lives of those treated with our devices. They are a recognized leader in the Respiratory Diagnostics, Ventilation, and Anesthesia Delivery & Patient Monitoring market segments. They are also the largest pure-play company of its kind.
They empower their people to challenge the status quo while pioneering innovation; in order to continually provide solutions that restore and maintain patients’ vitality and independence, while also increasing our value to our clients.
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About this Role
The Senior Customer Service Specialist, position in Customer Service is responsible for growing, improving customer business through triaging customer orders, problem resolution, support incoming customer calls, supply chain reporting, and finance activities. Coordinates problem resolution activities within Warehouse, Sales, Collections, Financing, Pricing and other internal teams. Provides training and acts as a resource for colleagues with less experience in own area. Regular customer communication and follow-up. Demonstrates attention to detail when compiling and placing specialty orders. Multitask with Specialty GMBs, Phone queue, multiple systems ERP, Microsoft tools and customer portals, to service specialty customers. Works closely with Customer Support Manager and Sales Leaders.
In particular you can expect to:
- Provides comprehensive level of customer support in explaining products/services for alternatives and customer solutions.
- Provide order entry in SAP following procedures and policies.
- Work with Supply Chain, Distribution, and Sales team members to manage order escalation and prioritization.
- Demonstrates attention to detail when compiling customer sensitive information; reviews work to ensure that information complies with policy.
- Work with marketing to provide product support to both customer and sales representatives.
- Maintain reporting tools and metric tracking for internal teams.
- Provides training and acts as a resource for colleagues with less experience in your own area.
- Completes work assignments independently or with minimal supervision / guidance.
You will have the opportunity to:
- Improve patient outcomes.
- Meaningfully impact the company’s short-term and long-term success.
- Work with executives across the organization.
- Learn about respiratory medical device manufacturing.
- Create an inspiring workplace.
To be successful, you will need:
- University course work or at least 3 years of related work experience in a customer service environment
- Ability to work in a fast-paced environment, prioritize tasks effectively and be a team player.
- Strong drive to be a self-starter and to become a process trainer.
- Working knowledge of SAP ERP system preferred.
- Strong written and verbal communication skills with language skills in English and French.
- Working knowledge of Microsoft Outlook, SharePoint and other tools.
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