Customer Care Associate

3 weeks ago

Montvale, United States Dynarex Full time

Dynarex is a leading medical supply company providing premium medical products and durable medical equipment at exceptional value — for an unparalleled one-stop shopping experience. Dynarex’s guiding principle “We Care Like Family” exemplifies the outstanding customer service that sets the company apart in the marketplace. Founded in 1967, we have distribution centers in Middletown, NY, Florida, Arkansas, Ohio, and Arizona and distributor partners in all 50 states as well as Canada, the Caribbean Islands, Central America, South America, and the Middle East. Position Scope The Customer Care Associate is responsible for communicating directly with new and existing customers, crafting personalized product recommendations, and processing order requests via email or phone, handling incoming and outgoing calls to customers/clients, managing the trajectory of orders using data from our CRM platform, supporting the sales team, and helping prepare for trade shows, maintaining customer records, and generating creative weekly email campaigns. Our Customer Service Associates do a remarkable job interacting with customers and delivering a memorable customer experience that results in long-term customer satisfaction and retention. This opportunity is an ideal role for someone looking to improve their skills in a professional setting, striving to work with an inclusive and diverse company culture, and searching for an organization to grow with. What your impact will look like at Dynarex In collaboration with other members of the customer service team, you will serve as the first point of contact for customer/sales calls pertaining to orders and product information. Respond promptly to inquiries, requests, and concerns regarding our medical products, services, orders, and account information. Assist customers with placing orders, processing returns, resolving billing issues, and tracking shipments, ensuring accuracy and timeliness. Research product information and find resolutions to customer requests in a timely manner. Collaborate closely with internal departments, including Sales, Logistics, and Quality Assurance, to address customer needs and resolve issues effectively. Maintain accurate and detailed records of customer interactions, transactions, and resolutions in the CRM system (Sales Force), creating reports, order entry, communicating and interpreting information, and following SOP guidelines and policies. Proactively identify opportunities to enhance the customer experience and improve operational efficiency to ensure order processing accuracy and regulatory compliance for all companies, affiliates, and business partners. Stay informed about our products, policies, procedures, and industry regulations to provide accurate information and guidance to customers. As a team, work together to enhance procedures to continuously resolve issues, create corrective actions, and ensure communication to internal and external customers. Handle and escalate customer issues and complaints with professionalism, empathy, and a focus on achieving satisfactory resolutions. Together with our Sales Representatives, assist with information needed to close the deal and create new and long-term relationships. Participate in ongoing training and development programs to enhance product knowledge, communication skills, and customer service competencies. Build and nurture strong relationships with existing customers to promote customer loyalty and retention. Cross-functional departmental collaboration and a focus on providing outstanding solutions to the customer. You will love this job if you have High School diploma or Associate's degree is preferred, although we value experience more. 2 to 3 years of call center or customer service experience, preferably in a healthcare, medical devices, or pharmaceutical environment. Strong communication skills, both verbal and written, with the ability to interact effectively with diverse audiences. Excellent interpersonal skills and a customer-focused attitude, with the ability to empathize and build rapport with customers. Detail-oriented with strong organizational and multitasking abilities to handle multiple priorities and tasks simultaneously. MS Office Suite/365, especially Excel and familiarity with CRM (Sales Force or Hub Spot). Ability to work independently and collaboratively in a fast-paced, dynamic environment. Knowledge of medical terminology, healthcare regulations, and compliance standards is a plus, but not required. We care like family, come join a world-class progressive organization with a sustainable mission. For candidates meeting all the requirements, the expected hourly rate range is $20-$23. The hourly rate range provided is what Dynarex Corporation in good faith believes to be a fair market value at the time of this posting that it is willing to pay for the advertised position. Exact compensation will be determined based on individual candidate qualifications and experience. Our benefits package includes coverage options for medical, dental, vision, prescription drug, health savings account, 401K with a match, EAP, Basic Term Life insurance, paid time off, holidays, plus various opportunities for professional development. Disclaimers This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required by an employee. Dynarex Corporation is not accepting resumes from search firms for this position. Regardless of past practice, all resumes submitted by search firms are to be deemed the sole property of Dynarex Corporation, and no fee will be paid in the event the candidate is hired by Dynarex Corporation because of the referral. Equal Opportunity Statement Dynarex Corporation is committed to equal employment opportunities and providing reasonable accommodation to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law. Apply Submit your resume to hr-jobs@Dynarex.com and please include the Job Title in the subject line. #J-18808-Ljbffr

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