Customer Support Representative

Blatchford•Miamisburg, OH

1d•Onsite

About The Position

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. Ensures smooth sales team operations by providing support to 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 request(s) and inquiries. Distinct but not limited to customer purchase orders will also be a part of the relationship building process.

Requirements

Previous experience, especially in customer service/phone arena with a minimum of 2 years of preferred
Basic computer skills with Microsoft Office Suite
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 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

Nice To Haves

Familiarity with office software and phone systems a plus

Responsibilities

Take responsibility for handling all US customer support interaction and request are handled professionally, timely and accurately.
Handle all email, inbound call, 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
Liase specific customer and sales team request(s) and escalate as needed to our customer complaint process and perform necessary follow-up for any additional information that is needed.
Liase customers and sales team with return of product request(s) and perform the credit rebill process when necessary
Respond to and assist any customer voicemails regarding but not limited to warranty requests, questions, and end of service letters.
Input freight and tracking 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
Works 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 works 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
Ensuring both internal and external customers are informed of any delays in deliveries
Consistently maintains high level of output according to company standards
Performs related duties as needed by supervision.
Maintains 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
Adheres 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