Customer Care Specialist I

Laerdal Medical AS•Village of Wappingers Falls, NY

1d•$45,000 - $47,000•Hybrid

About The Position

At Laerdal, we are committed to delivering an exceptional customer experience—one built on curiosity, dedication, and a genuine passion for helping others. As a Customer Care Specialist I, you will play a key role in supporting healthcare professionals, educators, and organizations who rely on Laerdal’s innovative medical simulation solutions. Your work helps ensure our customers receive the guidance and support they need to improve patient outcomes and successfully integrate our products into their training programs. We are seeking individuals who are eager to learn, motivated to make a meaningful impact, and committed to owning the customer journey. This role is an excellent opportunity for someone looking to build a rewarding career while contributing to a mission-driven organization. In this Tier 1 position, you will provide frontline customer support across phone, email, chat, and other channels. You will manage order entry and general inquiries, partner with purchasing departments to ensure accuracy, and develop a foundational understanding of Laerdal’s products, services, and sales processes. Your focus will be to deliver timely, accurate, and high-quality assistance to ensure an outstanding customer experience.

Requirements

Minimum of two years in customer service or a related role.
Associate degree or higher preferred.
Ability to work shifts between 8:00 AM and 8:00 PM, including occasional rotating Saturdays.
Proficiency with Microsoft Office/Teams and general comfort with the Microsoft Suite.
Experience using CRM or purchasing systems such as Salesforce, Monday.com, Pipedrive, Zendesk, HubSpot, or Oracle (six months or more strongly preferred).
Familiarity with customer support software such as TalkDesk.
Exceptional verbal and written communication skills with both internal and external customers.
Strong multitasking abilities and excellent accuracy in data entry and documentation.
Reliable home internet access to support remote or hybrid work, as required.

Responsibilities

Respond promptly and professionally to customer inquiries across all communication channels.
Coordinate solutions, follow through to resolution, and ensure customer satisfaction.
Enter, process, and manage customer orders across all supported channels.
Address post-order questions regarding invoices, shipping, delivery estimates, product availability, part numbers, and credit policies.
Review purchase orders for accuracy and compliance with financial and contractual requirements.
Maintain accurate customer data, account details, and case records in Salesforce.
Manage account creation, tax documentation, and purchase order requirements.
Provide warranty, asset, and product information to Client Executives as needed.
Use product knowledge and departmental procedures to troubleshoot and resolve customer concerns.
Support transactional sales conversations and guide customers toward solutions that best meet their needs.
Partner closely with teams across the Customer Journey, including Sales, Customer Success, Logistics, and Supply Chain.
Escalate and resolve more complex issues, ensuring customers receive accurate information and timely solutions.