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Customer Service Representative II

3 months ago

Mechanicsburg, United States Laborie Medical Technologies Corp Full time

We believe that great healthcare is an essential safeguard of human dignity.

At Laborie, we know the work we do matters - it's what fuels our motivation and contributes to our success. If you're ready to make a positive impact in the lives of patients across the globe, we'd like to meet you.

We support and empower our employees to grow their careers in an environment that encourages a sense of belonging and a connection to doing good. We're not afraid to roll up our sleeves to make our goals a reality and work together to solve for our customers. We reward and recognize our employees based on our values of Aspire to Greatness, Respect All, Own It, Working Together, Persist with Passion.

Who We're Looking For:

As a key member of the Supply Chain Operations Team, the Customer Service Representative II will focus and specialize in responding, resolving, and supporting external or internal customer issues. Investigates, analyzes, and solves customer billing, technical, and contract issues. Requires knowledge of the firm's products and services.

About the Role:

  • Act as key point of contact for customers, providing total order management, including order receipt, order entry, order confirmation, order tracking, pricing verification, data stewardship, late order notifications, and timely invoicing.
  • Review each order to ensure correct pricing, quantity, product and delivery expectations are accurate while working with customer and sales to resolve any discrepancies.
  • Liaise with other departments as necessary to ensure order is shipped, invoiced and scheduled for installation and training as applicable.
  • Readily answer and support the incoming customer call queue daily, support other general customer inquiries and either direct to or liaise with appropriate department(s) as needed.
  • Receive customer feedback, including complaints, log in the ticketing system and assist in the resolution and communication of solutions back to the customer working with Quality team as necessary.
  • Process and communicate policy around returns and credits to customers and sales and support sales team inquiries related to customer orders; Support AR team inquiries related to customer purchase orders and sales orders.
  • Maintain track of open orders and backorders to manage customer expectations and provide information on backorders.
  • Work with leadership to uncover and implement continuous improvement.
Minimum Qualifications:
  • High School diploma or GED is required, with a minimum of 2 years of experience in a customer service or help desk environment.
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Ability to communicate clearly and professionally, both verbally and in writing, and handle complaints and unpleasant customers in a professional manner.
  • Accurate and detail oriented, possessing a strong work ethic and team player mentality.
  • Excellent computer skills: ERP and Microsoft Office experience, and ability to learn multiple order processing software.
  • Strong project planning and management, critical thinking, decision making, and problem solving.
  • Strong computer skills and proficient in MS Office
  • Ability and willingness for occasional travel.
Preferred Qualifications
  • 1-2 years of college preferred.
  • SAP experience preferred.
  • Experience with statistical methods, interpretation, and data collection techniques a plus.
Why Laborie:

Our Mission every day is to operate as a world-class specialist medical company making and advancing technologies that preserve and restore human dignity. We do that today by helping people with pelvic and gastrointestinal conditions live normal lives, and by helping mothers and babies have safe deliveries.
  • Paid time off and paid volunteer time
  • Medical, Dental, Vision and Flexible Spending Account
  • Health Savings Account with Company Funded Contributions
  • 401k Retirement Plan with Company Match
  • Parental Leave and Adoption Services
  • Health and Wellness Programs and Events
  • Awarded 2023 Cigna Healthy Workforce Designation Gold Level

Laborie provides equal employment opportunities and non-discrimination for all employees and qualified applicants without regard to a person's race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any characteristic protected under applicable law. Laborie is committed to providing access and reasonable accommodation in our services, activities, education, and employment for individuals with disabilities.