Customer Service Representative

2 months ago

Richland, United States Drive DeVilbiss Healthcare Full time

No VISA Sponsorship

Reports to (title): Inside Sales/Customer Service Manager, AmFab

Department: AmFab – Customer Service/Sales

FLSA Status: Non- Exempt 

“Leading the World with Innovative Healthcare Solutions that Enhance Lives”

Summary (Major Purpose of the Role): 

AmFab, a division of Drive DeVilbiss Healthcare, exists to enhance the quality of life of the people we touch. The Customer Service Representative is responsible for ensuring an effortless experience for our customers in a fast-paced environment, by providing product information, placing orders, and finding solutions.

Main Activities/Responsibilities:

Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns, and assist with all customer service needs in US and Canada.Handle inbound and outbound communication via phone, email, or chat in a helpful, professional, and courteous manner.Resolve all customer related inquiries and issues with extreme accuracy and efficiency.Understand AmFab products to effectively offer additional accessories and offer substitutes for other products when items are back ordered, discontinued, etc.Enter and process orders received via phone, email, fax, web, EDI, or customer portal with a high degree of accuracy. Understand and provide product availability and manage customer backorders as needed.Have a good relationship with the sales team by supporting and assisting with their daily service needs.Detailed follow up skills that ensure accuracy and effortless customer experience.Provide over the phone assistance with product assembly and parts inquiriesUtilize systems and technology to handle high volumes of inquiries. Ability to learn new systems quickly. Achieve performance goals consistently and established Key Performance Indicators (KPIs) Diagnose product malfunctions and recommend solutionsProcess invoicing, create freight bills, and create customs documents as required.

Competencies:

Customer Focused - Prior customer-facing experience requiredExcellent communication and problem resolution skillsExcellent computer skills, Microsoft Office Suite experience required Experience with ERP systems Quick learner, able to think on feet and find innovative solutionsAbility to diagnose product malfunctions and recommend solutionsCareer minded individual with ability to work flexible hours (generally M-F between 8-5)Supports other team members, including manufacturing and shipping 

Reporting Relationships and Supervision:

The position will report to the Inside Sales/Customer Service Manager, AmFab

Education and Experience:

High school diploma or equivalent1-2 years experience in Customer Service preferred

Why Apply to Drive DeVilbiss…

Competitive Benefits, Paid Time Off, 401(k) Savings Plan, opportunity for growth

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