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Customer Care Associate 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. We believe that our work is vital, and we strive to create a positive impact on patients' lives globally.

Your Role:
As a pivotal member of our Supply Chain Operations Team, the Customer Service Representative II will specialize in addressing and resolving customer inquiries and issues. This role involves thorough investigation and analysis of customer billing, technical, and contract matters, requiring a solid understanding of our products and services.

Key Responsibilities:

  • Serve as the primary contact for customers, managing the entire order process, including 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 resolve discrepancies.
  • Coordinate with various departments to guarantee timely shipping, invoicing, and scheduling of installations and training as needed.
  • Handle incoming customer calls, providing support for general inquiries and directing them to the appropriate departments.
  • Document customer feedback and complaints in the ticketing system, facilitating resolution and communication of solutions in collaboration with the Quality team.
  • Manage returns and credits policies, assisting customers and sales teams with inquiries related to orders.
  • Track open orders and backorders to set customer expectations and provide updates.
  • 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 role.
  • Strong commitment to customer satisfaction and integrity.
  • Effective verbal and written communication skills, with the ability to handle complaints professionally.
  • Detail-oriented with a strong work ethic and team-oriented mindset.
  • Proficient in computer skills, including ERP systems and Microsoft Office, with the ability to learn new order processing software.
  • Strong skills in project planning, critical thinking, decision-making, and problem-solving.
  • Willingness to travel occasionally.
Preferred Qualifications:
  • 1-2 years of college education preferred.
  • Experience with SAP is a plus.
  • Familiarity with statistical methods and data collection techniques is advantageous.
Why Join Laborie:
We are committed to operating as a world-class medical technology company, dedicated to preserving and restoring human dignity. Our mission includes helping individuals with pelvic and gastrointestinal conditions and ensuring safe deliveries for mothers and babies. We offer a comprehensive benefits package, including:
  • Paid time off and volunteer time
  • Medical, Dental, Vision, and Flexible Spending Accounts
  • Health Savings Account with company contributions
  • 401k Retirement Plan with company match
  • Parental Leave and Adoption Services
  • Health and Wellness Programs
Laborie is an equal opportunity employer, committed to providing a diverse and inclusive workplace.