Customer Service Representative (Custom Orders)

POCKET NURSE•Pittsburgh, PA

8d•Hybrid

About The Position

As a leading manufacturer and distributor of medical supplies and equipment for healthcare simulation and education, Pocket Nurse provides solutions and services that create hands-on learning experiences for the next generation of healthcare professionals. Our small business philosophy is, “Use your best judgement every day.” Not only do we give team members the guidance and tools to succeed, we give them autonomy to do their best for the company to succeed. This privately held company has been in business since 1992 and is experiencing strong growth year after year. The Supply Kit Representative is responsible for building and maintaining customer relationships by handling all aspects of the custom simulation supply kit order process from the initial contact to order fulfillment. This position is accountable for ensuring customer satisfaction through timely execution of daily job assignments and exceptional communication with customers.

Requirements

Minimum Associate's degree in Business or a related field and 2 years of related experience or equivalent of 4 years combination of education and experience.
Self-starter who is able to effectively manage multiple priorities and adapt to changes within a fast-paced environment.
Quality driven individual with attention to detail.
Proactive and responsive with strong follow-through skills.
Must possess and be able to demonstrate strong influencing and closing skills.
Strong keying skills including speed and accuracy.
Strong organizational and planning skills.
Proficient math skills focusing on calculating profitability with costs and selling price points.
Excellent written and verbal communication skills with an emphasis on listening and understanding customer’s needs with asking appropriate questions, explaining in easy-to-understand terms with a focus on looking for ways to help the customer.
Proficient with ERP systems, Internet, and Microsoft Office programs including Word, Excel, and PowerPoint.
Must be available to work Monday-Friday 8:30AM – 5:00PM and overtime as required.

Responsibilities

Provides accurate and efficient order entry and order management within the ERP system.
Places inbound/outbound calls and emails to current and prospective customers to try to close outstanding quotations.
Offers additional products/services by recognizing opportunities to up-sell accounts.
Responds to customer needs on product information including pricing, availability, substitutions, and restrictions.
Tracks and monitors order status and coordinates with the Supply Chain, Distribution Center, and Purchasing teams to provide accurate lead times and meet promised delivery timeframes. Proactively communicates changes that may affect order delivery process.
Prices and submits formal quote/bid requests on custom simulation supply kit proposals while adhering to the defined pricing on a per order/quote basis while remaining within company-approved tolerances.
Utilizes Google Docs to enter key information regarding custom simulation supply kit quotes and orders.
Utilizes the student health simulation supply kit website to track and monitor student payments.
Maintains excellent onsite attendance and punctuality.
Maintains confidentiality of Pocket Nurse proprietary business and customer information.

Benefits

Competitive wages and quarterly bonus opportunities.
Medical, dental, and vision insurance coverage options.
401(k) retirement plan with company matching contributions.
Paid time off, personal time, paid holidays, and flexible hybrid onsite/remote work schedules.
Company-paid life insurance and short-term disability insurance.
Voluntary life, accident, critical illness, and long-term disability insurance.
Company-wide cookouts, lunches, and work-day events.
On-site fitness center, free parking, and dog-friendly offices.
Opportunities for career enhancements through training and educational programs.
The opportunity to make a difference in the ever-growing healthcare field.