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Senior Customer Service Representative

2 months ago

Vergennes, Vermont, United States Arjo Inc Full time
About the Role

Arjo Inc. is seeking a highly skilled Senior Customer Service Representative to join our team. As a lead/mentor role, you will be responsible for identifying recurring issues in customer interactions and providing resources to improve the quality of service.

Key Responsibilities
  • Provide full support of back office processes.
  • Drive daily maintenance of workflow in SAP; handling IDOC errors, pricing discrepancies, etc.
  • Remain up-to-date with SAP / EDI / CPQ processes.
  • Process specialized orders such as but not limited to Diligent, eCat, Demo/Trial/Trunk Stock, Ceiling Lift when requested.
  • Provide customers with general product information, appropriate lead times, product availability, ship dates, freight rates, tracking shipments and providing proof of deliveries.
  • Identify trends in customer feedback/issues and, by working with the Customer Care manager, communicate these throughout the Company. Suggest business improvements and solutions wherever possible.
  • Verify all orders for accurate pricing and terms before order entry. Send Customer Order Acknowledgements to customers within one day of order entry.
  • Identify and solve customer service issues (e.g. billing) by working across departmental lines and using business knowledge and common sense.
  • Identify underlying issues/barriers to payment when receivables collection issues surface (disputes), suggest a payment plan if appropriate and bring customer up-to-date. Recognize when issues are beyond scope of job and bring to the attention of the appropriate specialist.
Requirements
  • Must have a high school diploma or GED. Associate's degree or equivalent work experience preferred.
  • 1 or more years of Call Center experience...working with complex call center phone systems.
  • Proficient with MS Office applications (Excel, PowerPoint, Word and Outlook); ERP systems experience preferred.
  • Experience in the Medical Device or Healthcare industry is a plus.
  • Strong verbal and written communication skills.
About Arjo Inc.

Arjo Inc. is a leading provider of healthcare solutions, dedicated to empowering movement within healthcare environments. Our products and solutions are designed to promote a safe and dignified experience through patient handling, medical beds, personal hygiene, disinfection, diagnostics, and the prevention of pressure injuries and venous thromboembolism. With over 6500 people worldwide and 65 years caring for patients and healthcare professionals, we are committed to driving healthier outcomes for people facing mobility challenges.