Customer Support Specialist
2 months ago
About the Company:
Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.
About the Role:
Customer Sales & Technical Support Representative - LATAM
Responsibilities:
- Provide high-quality, exceptional service in a fast-paced environment in English and in Spanish.
- Assist field sales with intaking orders, and managing logistics of orders for Latin America.
- Research and resolve issues with products to ensure customer satisfaction and retention.
- Provide telephone technical support for internal and external customers.
- Follow predetermined troubleshooting scripts to identify the issue and provide simple solutions.
- Document and escalate unresolved issues appropriately to Tier-2.
- Process orders and returns accurately.
- Accurately enter data into ERP (D365) and CRM (Salesforce) systems.
- Collaborate with other departments to process orders and solve technical problems.
- Assist outside sales with customer inquiries, order tracking, and delivery follow-ups.
- Maintain documentation and approvals for orders to ensure audit compliance.
- Support Sales Representatives with special requests.
- Perform administrative duties such as creating accounts, orders, and handling billing.
- Full-time office hybrid role in Montvale, NJ.
Qualifications:
1-3 years in customer service, preferably supporting sales teams or in the medical device industry.
Required Skills:
- Fluent in Spanish and English.
- Experience with troubleshooting a device via the phone to customers.
- Strong attention to detail.
- Strong problem-solving abilities.
- Ability to multitask in a fast-paced environment.
- Excellent written and verbal communication skills.
- Outstanding phone etiquette.
- Quickly and easily builds rapport with colleagues and customers.
- Positive and professional demeanor.
- Reliably work 3 days a week from Montvale, NJ.
Preferred Skills:
- Additional foreign languages including Portuguese and French preferred.
- Experience with SAP D365 or Salesforce is a plus.
Equal Opportunity Statement:
It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
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