Product Support Spec

Medline Industries, LP•Northfield, IL

14d•$23 - $34

About The Position

Provide research and analytical support to sales force and internal department(s) through creation, reactivation and/or thorough cross reference methods across a portfolio of ~250,000 items. Requires a high level of precision as well as an ability to analyze and interpret data under demanding timelines.

Requirements

Bachelor’s degree or equivalent professional experience in a related field
Experience working in a fast-paced environment, analyzing large data sets, and adhering to competing deadlines without compromising accuracy/quality.
At least one year of customer service experience with an ability to manage workloads that allow for product-specific analytics to occur for departmental process improvement(s).
Intermediate skill level in Microsoft Excel (i.e. VLOOKUP, Pivot Tables, IF Statements, SUM function and sort/filter).
Intermediate skill level in Microsoft Outlook (i.e. creating folders, categories, utilizing calendar, and coordinating meetings).

Nice To Haves

Bachelor’s degree.
Previous customer service experience in a high call/email volume environment.
Advanced time management skill to ensure daily work, discrepancies and/or projects are accomplished within given SLA’s.
Experience building and maintaining relationships within and between teams/vendors.
Advanced skill level in Microsoft Excel (i.e. macros and advanced formulas).
Exposure/experience with SAP and/or Zendesk

Responsibilities

Accurately cross reference and/or research external brands to identify corresponding Medline product/part numbers, routinely using discretion on what information to supply back to the requestor(s).
Determine product features, benefits, compatibility, and availability by researching vendor literature, online resources and direct communication(s) with the vendor. Habitually make judgment calls if/when sources are not aligned.
Collaboratively work to ensure that all incoming customer/sales inquiries through emails and phone calls are thoroughly reviewed, resolved timely and/or passed to the appropriate area for handling.
Contact vendors for product specifics to reconcile sales-identified discrepancies, create/reactivate Medline item numbers and/or provide needed details to avoid hindering customer relationships and financial losses.
Submit assigned files and/or projects to management, sales and/or internal team(s) within provided timelines.
Mastering a thorough understanding of several areas of the business, including working closely with Product Managers to receive product training on Platinum vendors.
Achieve quarterly goals to help ensure departmental output results in a positive customer experience.