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Client Support Specialist

2 months ago

Columbia, South Carolina, United States Drive DeVilbiss Healthcare Full time

No VISA Sponsorship

Reports to: Inside Sales/Customer Service Manager, AmFab

Department: AmFab – Customer Service/Sales

FLSA Status: Non-Exempt

Company Mission: "Leading the World with Innovative Healthcare Solutions that Enhance Lives"

Role Overview:

At AmFab, a division of Drive DeVilbiss Healthcare, our mission is to improve the quality of life for those we serve. The Customer Service Representative plays a crucial role in delivering a seamless experience for our clients in a dynamic setting by offering product insights, processing orders, and resolving issues.

Key Responsibilities:

  • Address inquiries from customers and sales representatives; clarify product features, provide estimates, process orders, handle returns, and assist with all customer service requirements across the US and Canada.
  • Manage incoming and outgoing communications via phone, email, or chat in a friendly, professional, and courteous manner.
  • Resolve customer-related inquiries and challenges with precision and efficiency.
  • Gain a comprehensive understanding of AmFab products to effectively suggest additional accessories and alternatives for backordered or discontinued items.
  • Accurately enter and process orders received through various channels including phone, email, fax, web, EDI, or customer portal.
  • Provide information on product availability and manage customer backorders as necessary.
  • Foster a strong relationship with the sales team by supporting their daily service requirements.
  • Exhibit detailed follow-up skills to ensure accuracy and a hassle-free customer experience.
  • Offer assistance over the phone regarding product assembly and parts inquiries.
  • Utilize technology and systems to manage a high volume of inquiries effectively.
  • Demonstrate the ability to quickly learn new systems.
  • Consistently meet performance targets and established Key Performance Indicators (KPIs).
  • Diagnose product issues and recommend appropriate solutions.
  • Handle invoicing, create freight bills, and prepare customs documentation as required.

Required Competencies:

  • Customer-focused with prior experience in a customer-facing role.
  • Exceptional communication and problem-solving abilities.
  • Proficient in computer skills, particularly with Microsoft Office Suite.
  • Experience with ERP systems is advantageous.
  • Quick learner with the ability to think critically and devise innovative solutions.
  • Capable of diagnosing product issues and providing solutions.
  • Career-oriented individual with flexibility to work during standard business hours.
  • Supportive of team members, including those in manufacturing and shipping.

Reporting Structure:

  • This position reports to the Inside Sales/Customer Service Manager, AmFab.

Education and Experience:

  • High school diploma or equivalent.
  • 1-2 years of experience in Customer Service is preferred.

Why Consider Drive DeVilbiss Healthcare:

We offer competitive benefits, paid time off, a 401(k) savings plan, and opportunities for professional growth.