Customer Relations Specialist.

Job Summary

This position is responsible for receiving and processing  orders from customers and representatives, quoting prices and delivery dates, checking stock, and expediting information. This also involves entering and maintaining database records of customer profiles, preparing and maintaining status reports, and acting as a liaison between customer and factory in expediting orders.  This position is eligible to work remotely 90% of the time. 

Job Details/Responsibilities

1.  In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures. 
2.  First line of contact for customer inquiries via phone, email, fax, or Global Healthcare Exchange (GHX) regarding orders, returns third party complaints, and other inquires.  Research and review finding with customer(s) and advise steps that will be taken to resolve issues.
3.  Receives and processes customer orders.  Orders include direct sale, billing adjustments, credit card, service parts, complaint replacements, service loaners. Verify pricing, billing/shipping information and special instructions.
4.  Works closely with Sales department and customer(s) to provide and enhance customer experience. 
5.  Track customer orders with carriers and resolve shipment delays to ensure critical life saving devices are delivered when expected.
6.  Manage damaged and lost product issues.
7.  Handle Return Goods Process for customers.
8.  Facilitates cross-functional department communication to successfully handle customer requests.
9.  Manage loaner and trial stock.  Proactively retrieve inventory and schedule pickups or shipments.
10. Communicate with Field Service Associate  regarding requests for service or follow up on ETA for repairs.  Provide quotes for repair charges.  Initiate service requests for customer preventative maintenance.
11. Address Book Maintenance:  Gather information to update ERP system address book.  Includes communication and coordination with every department.  
12. Maintain internal data/record keeping to ensure all requirements are met.
13. Run reports that are required for department needs.
14. Perform other duties as assigned.
 

Qualifications/ Background Experiences

Requires a high school diploma or equivalent and a minimum of two years of customer service experience. Basic computer software skills, i.e. Microsoft office.