Customer Service Rep

ReSound•Shakopee, MN

24d•$21 - $27•Hybrid

About The Position

Position Overview: The Customer Service Representative supports government customers by managing electronic orders, responding to inquiries, and ensuring timely and accurate order fulfillment. This role requires strong written communication skills, attention to detail, and the ability to multitask in a fast-paced environment. The ideal candidate is customer-focused, organized, and able to remain calm under pressure while collaborating with a small, team-oriented group. Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Handle incoming customer calls for product support Monitor Electronic Orders for Special Instructions and flag orders accordingly Managed aged WIP Manage Receiver/L&D WIP Promptly identify, analyze and resolve service issues. Handle customer inquiries expeditiously with regard to new order/repair/remake status, anticipated delivery dates, warranty details, product options and specifications and place all notes in business and client databases. Track and follow up on “must ship” orders on behalf of customer Work cooperatively with other team members to ensure quality customer service Fill supply orders (for customers and outside reps) Manage daily PO list to handle duplications, cancellations, L&D claims Follow company processes for customer complaint resolution Educate Customer on product features/software/accessories Remain current on programming software. Ability to knowledgeably discuss our products/features with customers Ability to guide our customers through basic software walkthrough Ability to guide our customers through basic troubleshooting steps Competencies (Knowledge and Skills needed for this position.) Must demonstrate the ability to use time efficiently, prioritize work activities, and complete work in a timely manner. Actively participate in all regularly scheduled conference calls and meetings. Perform special projects /other tasks as needed. Be prompt and ready to begin work at your assigned start time Answer incoming calls/emails promptly and courteously Enter a summary of each call in customer database Develop and maintain an organized work area Take personal initiative for technical and professional development Must demonstrate the ability to use time efficiently, prioritize work activities, and complete work in a timely manner. Actively participate in all regularly scheduled conference calls and meetings. Perform special projects /other tasks as needed. Be prompt and ready to begin work at your assigned start time Answer incoming calls/emails promptly and courteously Enter a summary of each call in customer database Develop and maintain an organized work area Take personal initiative for technical and professional development Desired Qualifications Required Education: High school diploma required. Industry experience required. Preferred Education: Post-secondary education is preferred. Experience: Two to three years’ experience in customer service, sales or account management. Individual should have intermediate level computer skills. Ability to become proficient with Business and Client Management software platforms used internally. Ability to become proficient with programming software Proficiency with Outlook and Excel Travel: No Other Information Direct reports: N/A Indirect reports: N/A Physical Demands: Sitting, Standing, Typing Position Type and Expected Hours of Work: Monday – Friday standard business hours between 9:30 AM to 6:00 PM Working Environment: Hybrid, Combination of Office and Remote Work. You will be onsite Tuesday through Thursday at the Shakopee, MN office, with the option to work remotely Monday and Friday. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Candidates must be able to reliably work on-site three days per week as outlined above. About Us GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts. What We Offer We value our employees and offer competitive wages and benefits including: - Generous Benefits including PTO and Paid Holidays - 401k with Company match - Paid Parental Leave & Transition Back to Work Benefits - Company HSA Contributions - Discounted GN Group products We encourage you to apply Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well. We are committed to an inclusive recruitment process GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. GN operates in more than 90 countries across the world. Founded in 1869, GN has more than 7,000 employees today. Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $21- $27/hr. In addition, you may be eligible for a discretionary bonus. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays. GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here. Disability Accommodation If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. At ReSound, people with hearing loss are at the heart of everything we do because we know they’re placing their trust in us. This is why we haven’t stopped pioneering innovative new technologies, with consistent quality, for over 150 years to help them feel more involved, connected and in control, transforming their lives through the power of sound. Available exclusively through audiologists and hearing care professionals. ReSound is part of the GN Group which was founded with a truly innovative and global mindset. Today, we honor that legacy with world-leading expertise in the human ear, sound, wireless technology, miniaturization and collaborations with leading technology partners. GN's solutions are marketed by the brands ReSound, Beltone, Interton, Jabra and BlueParrott in 100 countries. Founded in 1869, the GN Group employs more than 6,000 people and is listed on Nasdaq Copenhagen (GN.CO). If you would like to learn more about our brand, please click on the link to explore our universe of sound. FEDERAL HEALTH CARE PRICE TRANSPARENCY REQUIREMENTS The Federal Health Care Price Transparency Requirements have created Machine Readable Files to make public the financial arrangements in place between heath plans and providers. These files are designed to be read by a computer and are intended to be available at the industry level for health care researchers, policymakers, analytics companies and applications software to have access to health plan costs nationally on an aggregate basis for the first time. Machine-readable files are a requirement of the Transparency in Coverage Final Rule. Health insurers are required to publicly display certain health care price information via machine-readable files on their websites. GN’s (ReSound, Beltone and Audigy) medical provider, BCBSMN will have “Transparency in Coverage” (TiC) information available. Click here to view BCBSMN TiC’s information on services on how machine readable files will help with the new transparency requirements. GN ReSound is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected]. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

Requirements

High school diploma required.
Industry experience required.
Two to three years’ experience in customer service, sales or account management.
Individual should have intermediate level computer skills.
Ability to become proficient with Business and Client Management software platforms used internally.
Ability to become proficient with programming software
Proficiency with Outlook and Excel

Nice To Haves

Post-secondary education is preferred.

Responsibilities

Handle incoming customer calls for product support
Monitor Electronic Orders for Special Instructions and flag orders accordingly
Managed aged WIP
Manage Receiver/L&D WIP
Promptly identify, analyze and resolve service issues.
Handle customer inquiries expeditiously with regard to new order/repair/remake status, anticipated delivery dates, warranty details, product options and specifications and place all notes in business and client databases.
Track and follow up on “must ship” orders on behalf of customer
Work cooperatively with other team members to ensure quality customer service
Fill supply orders (for customers and outside reps)
Manage daily PO list to handle duplications, cancellations, L&D claims
Follow company processes for customer complaint resolution
Educate Customer on product features/software/accessories
Remain current on programming software.
Ability to knowledgeably discuss our products/features with customers
Ability to guide our customers through basic software walkthrough
Ability to guide our customers through basic troubleshooting steps
Must demonstrate the ability to use time efficiently, prioritize work activities, and complete work in a timely manner.
Actively participate in all regularly scheduled conference calls and meetings.
Perform special projects /other tasks as needed.
Be prompt and ready to begin work at your assigned start time
Answer incoming calls/emails promptly and courteously
Enter a summary of each call in customer database
Develop and maintain an organized work area
Take personal initiative for technical and professional development
Must demonstrate the ability to use time efficiently, prioritize work activities, and complete work in a timely manner.
Actively participate in all regularly scheduled conference calls and meetings.
Perform special projects /other tasks as needed.
Be prompt and ready to begin work at your assigned start time
Answer incoming calls/emails promptly and courteously
Enter a summary of each call in customer database
Develop and maintain an organized work area
Take personal initiative for technical and professional development