Customer Care Specialist I -Wappingers Falls, NY
Company: Laerdal Medical
Location: New York
Posted on: April 16, 2024
Job Description:
Customer
Care Specialist I - Based in Wappingers Falls, NY or Gatesville,
TX
May be eligible for hybrid work arrangement and 4 day compressed
workweek
upon fully onboarded and meeting all expectations
Are you passionate about creating positive and memorable customer
experiences? Do you thrive in a dynamic and ever-changing
environment, while supporting a distinctive, impactful, and mission
driven industry? Join our Customer Care team as a Customer Care
Specialist I.
At Laerdal, we believe in an exceptional customer experience. It
requires dedication, endless curiosity, and a genuine passion for
helping others. As a Customer Care Specialist I, you will
contribute to improving patient outcomes by providing top-notch
support to healthcare professionals, educators, and organizations
using Laerdal's cutting-edge medical simulation solutions. Your
role will be essential in building and maintaining strong
relationships with customers, ensuring they receive the highest
level of care and support throughout their journey.
We are looking for individuals who are dedicated to a rigorous and
fulfilling career path, searching to make an impact, are hungry to
learn, and are interested in taking ownership of the Customer
Journey at Laerdal Medical.
The Company
Laerdal Medical is an international market leader in training and
therapy
products for emergency medicine and critical care. Our products and
services
are used by hospitals, ambulance services, first aid organizations,
educational
institutions and others around the world. We are a dynamic and
energetic organization consisting
of people from a wide variety of cultures and backgrounds. By 2030,
we have a
goal of helping save 1.000.000 more lives. Every year.Position
Overview:
Provide Customer Care Assistance and support for Laerdal
products and services via phone, email, chat or other channels
ensuring
excellent customer satisfaction. The Tier 1 Customer Care
Specialist is the primary
person for order entry and general inquiries and will work with
purchasing
departments to ensure accuracy with the purchasing process. The
tier 1 role is involved in learning the Laerdal
sales processes, products and has a commitment to organizational
success.Position Holder is Accountable For:
- Professionally manage incoming requests from customers and
ensure that issues are resolved both promptly and thoroughly.
- Thoroughly and efficiently gather customer information, access
and fulfill customer needs, educate the customer where applicable
to prevent the need for future contacts as per the department
standards and document interactions through SalesForce and
QAD.
- Provide high quality service and support in a variety of areas
including, but not limited to: billing, placing print orders, and
Web support.
- Troubleshoot customer issues over the phone through productive
probing and identifying the root of the customer issue to
effectively provide solutions that best resolve the issue.
- Use automated information systems to analyze the customer's
situation.
- Resolve issues in the best interest of both the customer and
company.
- Continuously evaluate and identify opportunities to drive
process improvements that positively impact the customer's
experience.
- Manage corrections through to resolution.Responsibilities:
- Coordinating and implementing solutions for customers: Resolve
more complex problems and communicate solutions or requested
information to the customer. As you are working with customers
fielding inquiries and issues it will be your responsibility to do
so in a timely and professional manner, closing the loop and
ensuring satisfaction.
- Order entry and Management: Responsible for placing and
managing orders via all available channels. Including the post
order management issues such as answer inquiries regarding:
invoices; shipping delivery times; product availability; general
part number questions; ensuring credit policies are being followed
along with reviewing of Purchase Orders for accuracy relating to
company financial and contractual obligations.
- Customer Relationship Management: Create and manage direct data
entry activities, contacts, account data and Cases in SalesForce.
Managing account set up and tax info as well as the contractual
components of Purchase Order management. Provide assets and
warranty information to Client Executives to assist with. Customer
demands and services.
- Product Support and Assistance: Utilizes product knowledge and
understanding of the company's services and department procedures
to troubleshoot and resolve customer issues. Initiate transactional
sales conversations with customers regarding purchases being made.
Manage consultative conversations with customers when needed to
ensure they are making the right purchase for their needs.
- Cross Functional Collaboration: Partner with various
departments through the Customer Journey- then list the departments
including but not limited to Sales Organization, Customer Success,
Logistics and Supply Chain, etc."Requirements:
- Minimum of two years' experience in customer service or related
position
- Two-year (or higher) college degree preferred.
- Strong multi-tasking and attention to detail skills
required.
- Must be flexible and can work shifts from 8am to 8pm with
occasional rotating Saturdays.
- Extremely effective verbal and written communication skills
with both internal and external customers.
- Comfortable with Microsoft Suite
- Technical proficiency with software such as Salesforce or
TalkDesk
- Experience with Internet Explorer and Microsoft
Office/Teams.
- Home internet access for off-site/remote operation
required.
- Six months experience with CRM tools, or
purchasing systems such as , Pipedrive, Salesforce,
- Zendesk, Hubspot or
Oracle strongly desiredAn ideal candidate will bring to the role,
not only a proven track record of the requirements listed above,
but also the following personal attributes:
- Initiative
- Willingness to Learn
- Accountability/Ownership
- Passion for Driving Solutions
- Analytical Skills/Problem Solving
- Reliability
- Team-oriented
- Customer Focused
- Empathy Salary Range: $45,000 - $47,000 Apply NowShare Save
Job
Keywords: Laerdal Medical, Mount Vernon , Customer Care Specialist I -Wappingers Falls, NY, Other , New York, New York
Didn't find what you're looking for? Search again!
Loading more jobs...