Customer Support Representative

General Summary

This position is responsible for contributions to create and maintain good customer relationships by providing excellent customer service through accurate order placement, applying a professional and helpful approach always and being proactive in resolving problems. It ensures smooth sales team operations by supporting TMs in a timely and supportive manner, including customer visits with the TMs.

This position is responsible for all customer and sales team warranty claim requests and inquiries. Distinct but not limited to customer purchase orders will also be a part of the relationship building process.

• Take responsibility for handling all US customer support interactions and requests professionally, timely and accurately.
• Handle all email, inbound calls, and website warranty requests and loaners as needed.
• Handle customer purchase orders and/or set up accounts that come through our partnered distributors, including but not limited to OPIE and Empire.
• liaise specific customer and sales team requests and elevate as needed to our customer complaint process and perform necessary follow-up for any additional information that is needed.
• liaise customers and sales team with return of product requests and perform the credit rebill process when necessary.
• Respond to and assist any customer voicemails regarding warranty requests, questions, and end of service letters.
• Input freight and tracking the same day for all purchase orders that were submitted for efficiency and quality for our customer relationship building.
• Maintain excellent communication (verbal and written) with external callers/prosthetics, Sales & Clinicians, ACS, Finance and Operations to ensure customer satisfaction and adherence to company processes.
• Work as liaison between Sales, Clinical, ACS, Quality and Warehouse as required with requests and loaner items and availability.
• Handle phone call and email customer issues and queries internal/external in a professional and timely manner.
• Monitor open requests and work with all departments to reduce delay to customer.
• Cooperate with other teams to resolve, problem solve and be solution driven.
• Ensure all KPI and responsibilities are achieved.
• Maintain weekly output targets and objectives.
• Understand and maintain our product ranges ongoing.
• Responsible for meeting or exceeding customer support accuracy.
• Ensure both internal and external customers are informed of any delays in deliveries.
• Consistently maintain high level of output according to company standards.
• Perform related duties as needed by supervision.
• Maintain and improve Health & Safety best practices.
• Work with Management and additional staff to ensure highest level of production in accordance with company policy and ISO Standards.
• Adhere to Company Core Values.
• Comply with and enforce company policies & procedures.
• Provide regular and predictable attendance considering any rights to leaves provided by law or company policy.
• Perform all essential job functions without posing a direct threat of harm to yourself or others.

• Previous experience, especially in customer service/phone arena with a minimum of 2 years preferred.
• Basic computer skills with Microsoft Office Suite.
• Familiarity with office software and phone systems a plus.
• Flexible work schedule/attitude.
• Excellent customer facing and care skills.
• Attention to accuracy and detail, especially regarding documentation and adherence to processes.
• Ability to work independently and as a team player able to work with all levels and departments.
• Ability to listen and communicate effectively, both written and verbal, with co-workers and customers/clients in an effort to respond to inquiries.
• Ability to problem solve and be solution driven.
• Ability to interpret an assorted number of tasks or instructions.
• Ability to organize and prioritize number of tasks and orders.
• It may be necessary to work to tight time constraints to meet set deadlines. This may occasionally require work to be completed outside of normal working hours.
• Ability to remain calm in stressful situations, accept criticism and work well under pressure.

High school degree or equivalent.

The nature of this job is such that it can’t be performed at home because, among other things, the parts, equipment, and/or tools necessary for this position are at work.

The above statements reflect general nature and level of work considered necessary to perform the essential functions of the job identified and is not a detailed description of all work requirements that may be inherent in the job. Not all functions listed may be performed and other duties may be assigned to meet business needs as determined by the Company.

The Company is an equal opportunity employer and does not discriminate against employees or applicants on the basis of race, religion, creed, color, national origin or ancestry, sex, age, marital status, sexual…