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    Customer Care Specialist I - New York, United States - Laerdal Medical Corp.

    Laerdal Medical Corp.
    Laerdal Medical Corp. New York, United States

    1 week ago

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    Description

    Customer
    Care Specialist I - Based in Wappingers Falls, NY or Gatesville, TX
    May be eligible for hybrid work arrangement and 4 day compressed workweek
    upon fully onboarded and meeting all expectations

    Are you passionate about creating positive and memorable customer experiences? Do you thrive in a dynamic and ever-changing environment, while supporting a distinctive, impactful, and mission driven industry? Join our Customer Care team as a Customer Care Specialist I.

    At Laerdal, we believe in an exceptional customer experience. It requires dedication, endless curiosity, and a genuine passion for helping others. As a Customer Care Specialist I, you will contribute to improving patient outcomes by providing top-notch support to healthcare professionals, educators, and organizations using Laerdal's cutting-edge medical simulation solutions. Your role will be essential in building and maintaining strong relationships with customers, ensuring they receive the highest level of care and support throughout their journey.

    We are looking for individuals who are dedicated to a rigorous and fulfilling career path, searching to make an impact, are hungry to learn, and are interested in taking ownership of the Customer Journey at Laerdal Medical.

    The Company
    Laerdal Medical is an international market leader in training and therapy
    products for emergency medicine and critical care. Our products and services
    are used by hospitals, ambulance services, first aid organizations, educational
    institutions and others around the world. We are a dynamic and energetic organization consisting
    of people from a wide variety of cultures and backgrounds. By 2030, we have a
    goal of helping save more lives. Every year.

    Position Overview:
    Provide Customer Care Assistance and support for Laerdal
    products and services via phone, email, chat or other channels ensuring
    excellent customer satisfaction. The Tier 1 Customer Care Specialist is the primary
    person for order entry and general inquiries and will work with purchasing
    departments to ensure accuracy with the purchasing process. The tier 1 role is involved in learning the Laerdal
    sales processes, products and has a commitment to organizational success.

    Position Holder is Accountable For:

    • Professionally manage incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
    • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts as per the department standards and document interactions through SalesForce and QAD.
    • Provide high quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and Web support.
    • Troubleshoot customer issues over the phone through productive probing and identifying the root of the customer issue to effectively provide solutions that best resolve the issue.
    • Use automated information systems to analyze the customer's situation.
    • Resolve issues in the best interest of both the customer and company.
    • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
    • Manage corrections through to resolution.

    Responsibilities:

    • Coordinating and implementing solutions for customers: Resolve more complex problems and communicate solutions or requested information to the customer. As you are working with customers fielding inquiries and issues it will be your responsibility to do so in a timely and professional manner, closing the loop and ensuring satisfaction.
    • Order entry and Management: Responsible for placing and managing orders via all available channels. Including the post order management issues such as answer inquiries regarding: invoices; shipping delivery times; product availability; general part number questions; ensuring credit policies are being followed along with reviewing of Purchase Orders for accuracy relating to company financial and contractual obligations.
    • Customer Relationship Management: Create and manage direct data entry activities, contacts, account data and Cases in SalesForce. Managing account set up and tax info as well as the contractual components of Purchase Order management. Provide assets and warranty information to Client Executives to assist with. Customer demands and services.
    • Product Support and Assistance: Utilizes product knowledge and understanding of the company's services and department procedures to troubleshoot and resolve customer issues. Initiate transactional sales conversations with customers regarding purchases being made. Manage consultative conversations with customers when needed to ensure they are making the right purchase for their needs.
    • Cross Functional Collaboration: Partner with various departments through the Customer Journey- then list the departments including but not limited to Sales Organization, Customer Success, Logistics and Supply Chain, etc."

    Requirements:

    • Minimum of two years' experience in customer service or related position
    • Two-year (or higher) college degree preferred.
    • Strong multi-tasking and attention to detail skills required.
    • Must be flexible and can work shifts from 8am to 8pm with occasional rotating Saturdays.
    • Extremely effective verbal and written communication skills with both internal and external customers.
    • Comfortable with Microsoft Suite
    • Technical proficiency with software such as Salesforce or TalkDesk
    • Experience with Internet Explorer and Microsoft Office/Teams.
    • Home internet access for off-site/remote operation required.
    • Six months experience with CRM tools, or
      purchasing systems such as , Pipedrive, Salesforce,
    • Zendesk, Hubspot or
      Oracle strongly desired

    An ideal candidate will bring to the role, not only a proven track record of the requirements listed above, but also the following personal attributes:

    • Initiative
    • Willingness to Learn
    • Accountability/Ownership
    • Passion for Driving Solutions
    • Analytical Skills/Problem Solving
    • Reliability
    • Team-oriented
    • Customer Focused
    • Empathy

    Salary Range: $45,000 - $47,000

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