Customer Service Representative

POCKET NURSE • Farmington Hills, MI

3d • Hybrid

About The Position

DiaMedical USA is a fast-growing medical equipment distributor looking to bring a Customer Service Representative onto our team in our Farmington Hills, MI office. At DiaMedical USA, our mission is to improve quality healthcare by acting as a turnkey solution for healthcare facilities and educational institutions, allowing clinicians and instructors to prioritize patient care. As one of the largest healthcare and education equipment providers in the country, we achieve our mission by simplifying the purchasing process and operating as a single source supplier of over 1,500 healthcare and instructional manufacturers. The Customer Service Representative is responsible for providing professional, highly responsive service to our clients by building and maintaining relationships, responding to customers’ needs, supporting customers, and delivering exceptional customer care. This position collaborates with internal teams, customers, and others to help ensure DiaMedical provides expert customer service. The focus of this role is on consistently producing accurate and high-quality detailed work based on established guidelines and standards. Helpful and supportive communication with others is based on knowledge of repetitive job routines and procedures gained from on-the-job experience. The job environment promotes steady, methodical work so routines can be completed on time and error-free.

Requirements

• Minimum Bachelor’s degree in Business or a related field and 3 years of related experience or equivalent of 3 years combination of education and experience.
• Previous customer service experience required; logistics experience preferred.
• Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent written and verbal communication skills with an emphasis on the flow of listening and understanding customer’s or vendor’s needs with asking appropriate questions, explaining in easy-to-understand terms with a high focus on looking for ways to help the customer.
• Ability to work in teams and a group environment.
• Detail oriented and works with a high degree of accuracy.
• Ability to adapt to changes in a fast-paced work environment.
• Excellent problem solving and critical thinking skills.
• Ability to multitask at a high level.
• Handle confidential financial and personal information appropriately.
• Ability to tactfully handle stressful and difficult situations.
• Strong problem-solving skills.
• Microsoft Office skills (Word, Excel, Outlook).
• ERP or Order Entry software experience preferred.

Responsibilities

• Provide professional, highly responsive service to our customers by building and maintaining relationships; responds to customers’ needs on product questions, availability and order status; and proactively anticipates problems for customers using daily reporting functions.
• Accountable for accurate and efficient order entry and management within the ERP system.
• Provide and maintain monthly administrative reports and individual contributor metrics.
• Collaborate with the service and sales team to ensure timely delivery of products or scheduling of service appointments.
• Set pick-up and delivery appointments with warehouses as necessary.
• Manages technical pre-and post-sales support calls from initial contact to issue resolution.
• Process and respond to customer inquiries, returns and warranties through NetSuite software.
• Enter accurate return transaction data, deductions, shipping, warranty info, fulfillment errors, etc.
• Communicate effectively with internal and external groups on high priority orders and customers.
• Monitor and respond to a high volume of designated customer service emails throughout the day.
• Prioritize tracking and appointment setting based on time constraints and customer priority needs.
• Provide FedEx labels for customer returns as necessary.
• Ensure that appropriate actions are taken to resolve customers’ problems and concerns.
• Participate in weekly departmental meetings as required.
• Inform management of complaint trends, problems, and/or feedback from customers.
• Maintain confidentiality of DiaMedical proprietary business and customer information

Benefits

• Competitive wages.
• Medical, dental, and vision insurance coverage options.
• 401(k) retirement plan with company matching contributions.
• Paid time off, personal time, paid holidays, and hybrid onsite/remote work schedule.
• Company-paid life insurance.
• Voluntary life, disability, accident, and critical illness insurance options.
• On-site fitness center.
• Casual dress code.
• The opportunity to make a difference in the ever-growing healthcare field.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees