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Customer Care Coordinator

2 months ago

Coralville, United States CIVCO Medical Solutions Full time
Customer Care Coordinator

CIVCO’s success is built by passionate employees who help create innovative, life-enhancing solutions. We like to celebrate our successes and promote a positive, enjoyable work environment. If these are key values you are looking for, CIVCO is a perfect match. Challenge Yourself. Change Lives.

The Opportunity

Customer Care Center (CCC) is a vital department of sales at CIVCO. Customer Care Center is the frontline assistance to our customers. Customer Care Coordinator will be a part of the CCC Team that handles external customer care, internal customer care, and administrative activities pertaining to customers and orders.

How You’ll Work:

This role is 100% in-office position located in our Coralville location. Regular attendance is required for the ability complete work. This role requires face-to-face interaction with team members, peers and management to complete work and provide support

What You’ll Do:

  • Enter orders, credits, and returns in Infor received by fax, email, and/or phone; communicating with the customer on CIVCO's ability to meet the terms of the order/return, schedule shipments, and coordinate with cross-functional groups within CIVCO to assure that orders are processed in accordance with the terms of the order/returns; probe and ask for additional orders/products.
  • Take inbound calls from customers and efficiently and effectively resolve any needs the customer has.
  • Resolve customer complaints by negotiating resolution of the complaint within the authority of the position and document the complaint in the appropriate report or quality system form. Arrange for product returns and processing credit memos.
  • Answer incoming requests to chat via Website Chat and resolve any requests coming in through the chat function. When appropriate, send the inquiry to sales team for further upsell opportunities.
  • Provide excellent internal customer service by being responsive and providing solutions to incoming requests from various departments within CIVCO.
  • Create and send quotes to field sales team in a timely manner.
  • Keep all product and price information up to date. Study the features and benefits of the product line so accurate information can be communicated to customers. Keeping abreast of product recalls and/or product alerts.
  • Attend CIVCO internal product trainings, online courses as assigned by manger to enhance position, and voluntary off-site training as approved my management
  • Other duties as assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Need:
  • High school degree or GED is required.
  • One to three year customer service experience is preferred, but not required if you possess a positive attitude and willingness to learn.
What Makes You Stand Out:
  • Positive attitude with internal motivation and willingness to adapt and learn.
  • Strong teamwork and interpersonal skills
  • Demonstrate empathy, patience, and active listening skills to identify needs of internal and external customers.
  • Superior Customer Service and problem-solving with quick response time.
  • Exceptional verbal/written communication skills
  • High attention to detail and ability to monitor multiple customers.


What You’ll Get:

At CIVCO, we empower our associates at all levels to grow their careers while furthering our mission to make image-guided medical procedures safer. Our core values are embodied in everything we do. They are apparent in our company culture and in the people who choose to build their careers here.

We offer a complete benefits package including company-sponsored health plans and 401k plans with company matching starting day one, lifestyle and tuition reimbursements, paid leave, and the advantages of an environment that supports your development and recognizes your achievements.

Pay for this role starts at $17 per hour and may vary based on skill and experience. This role also includes participation in a quarterly performance-based incentive plan.

Other Stuff You Need to Know:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Who Are We?
For more than 40 years CIVCO Medical Solutions has been committed to positively impacting patient care through the design, manufacturing and marketing of products and services for the medical device community. Our state-of-the-art imaging and positioning solutions provide hospitals and clinicians with new and improved methods for diagnosing and treating patients around the world. CIVCO’s history of success is built on the people who are passionate about creating an organization that drives innovative life enhancing solutions. Learn more at www.CIVCO.com.

CIVCO is an equal opportunity employer and strongly supports diversity in the workplace. We believe that diverse ideas, opinions and perspectives will build a strong foundation for success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)