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Customer Service Representative
4 months ago
No VISA Sponsorship
Reports to (title): Inside Sales/Customer Service Manager, AmFab
Department: AmFab – Customer Service/Sales
FLSA Status: Non- Exempt
Who is Drive DeVilbiss…
Drive DeVilbiss has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail and e-commerce channels in more than 80 countries around the world.
“Leading the World with Innovative Healthcare Solutions that Enhance Lives”
Summary (Major Purpose of the Role):
AmFab, a division of Drive DeVilbiss Healthcare, exists to enhance the quality of life of the people we touch. The Customer Service Representative is responsible for ensuring an effortless experience for our customers in a fast-paced environment, by providing product information, placing orders, and finding solutions.
Main Activities/Responsibilities:
- Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns, and assist with all customer service needs in US and Canada.
- Handle inbound and outbound communication via phone, email, or chat in a helpful, professional, and courteous manner.
- Resolve all customer related inquiries and issues with extreme accuracy and efficiency.
- Understand AmFab products to effectively offer additional accessories and offer substitutes for other products when items are back ordered, discontinued, etc.
- Enter and process orders received via phone, email, fax, web, EDI, or customer portal with a high degree of accuracy.
- Understand and provide product availability and manage customer backorders as needed.
- Have a good relationship with the sales team by supporting and assisting with their daily service needs.
- Detailed follow up skills that ensure accuracy and effortless customer experience.
- Provide over the phone assistance with product assembly and parts inquiries
- Utilize systems and technology to handle high volumes of inquiries.
- Ability to learn new systems quickly.
- Achieve performance goals consistently and established Key Performance Indicators (KPIs)
- Diagnose product malfunctions and recommend solutions
- Process invoicing, create freight bills, and create customs documents as required.
Competencies:
- Customer Focused - Prior customer-facing experience required
- Excellent communication and problem resolution skills
- Excellent computer skills, Microsoft Office Suite experience required
- Experience with ERP systems
- Quick learner, able to think on feet and find innovative solutions
- Ability to diagnose product malfunctions and recommend solutions
- Career minded individual with ability to work flexible hours (generally M-F between 8-5)
- Supports other team members, including manufacturing and shipping
Reporting Relationships and Supervision:
- The position will report to the Inside Sales/Customer Service Manager, AmFab
Education and Experience:
- High school diploma or equivalent
- 1-2 years experience in Customer Service preferred
Why Apply to Drive DeVilbiss…
Competitive Benefits, Paid Time Off, 401(k) Savings Plan, opportunity for growth
“Drive DeVilbiss is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. Drive DeVilbiss strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law. Drive DeVilbiss complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.”
Revision History:
Submitted By:
Issued Date (Effective Date)
Revision Level
Detailed Reason for Revision
Kristi Corwin
July 2024
01
Initial Job Description
