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Client Relations Representative II

2 months ago

Mechanicsburg, Ohio, United States Laborie Medical Technologies Corp Full time

About Us:
At Laborie Medical Technologies Corp, we are dedicated to enhancing healthcare and preserving human dignity through our innovative solutions. Our commitment to our mission drives us to seek individuals who are passionate about making a difference in the lives of patients worldwide.

Position Overview:
As a vital member of our Supply Chain Operations Team, the Customer Service Representative II will specialize in addressing, resolving, and assisting with customer inquiries, whether they are internal or external. This role requires a thorough understanding of our products and services to effectively investigate and resolve billing, technical, and contractual issues.

Key Responsibilities:

  • Serve as the primary contact for customers, managing the entire order process, which includes order receipt, entry, confirmation, tracking, pricing verification, and invoicing.
  • Ensure accuracy in pricing, quantity, product specifications, and delivery timelines by collaborating with customers and sales teams to rectify any discrepancies.
  • Coordinate with various departments to guarantee timely shipping, invoicing, and scheduling of installations and training sessions.
  • Handle incoming customer calls, providing support for general inquiries and directing them to the appropriate departments as necessary.
  • Document customer feedback, including complaints, in our ticketing system and work towards effective resolutions in collaboration with the Quality team.
  • Communicate policies regarding returns and credits to customers and the sales team, and assist with inquiries related to purchase and sales orders.
  • Monitor open orders and backorders to manage customer expectations and provide updates on order statuses.
  • Collaborate with leadership to identify and implement continuous improvement initiatives.
Minimum Qualifications:
  • High School diploma or GED with at least 2 years of experience in a customer service or help desk environment.
  • Strong commitment to customer satisfaction and integrity.
  • Excellent verbal and written communication skills, with the ability to handle complaints professionally.
  • Detail-oriented with a strong work ethic and a collaborative mindset.
  • Proficient in computer skills, including ERP systems and Microsoft Office, with the ability to learn various order processing software.
  • Strong project management, critical thinking, decision-making, and problem-solving abilities.
  • Willingness to travel occasionally.
Preferred Qualifications:
  • 1-2 years of college education is preferred.
  • Experience with SAP is advantageous.
  • Familiarity with statistical methods and data collection techniques is a plus.
Why Join Laborie:
We offer a comprehensive benefits package that includes:
  • Paid time off and volunteer opportunities.
  • Medical, Dental, Vision, and Flexible Spending Accounts.
  • Health Savings Account with company contributions.
  • 401k Retirement Plan with company matching.
  • Parental leave and adoption services.
  • Health and wellness programs and events.
Laborie is an equal opportunity employer, committed to creating an inclusive environment for all employees and applicants.