Offer: Customer Care Specialist I

Customer Care Specialist I

Customer Care Specialist -Level 1 -located in Wappingers Falls, NY
May be eligible for hybrid work arrangement and 4 day compressed workweek upon fully onboarded and meeting all expectations

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 1.000.000 more lives. Every year.

The Job
We are seeking for a Customer Success Specialist to be a key member of Laerdal’s Customer Service team. The Specialist is responsible for providing Customer Service Assistance and support for Laerdal products and services via phone, email, chat or other channels ensuring excellent customer satisfaction. The Tier 1 Customer Success Specialist is the primary person for order management and general inquiries and will work with purchasing departments to ensure accuracy with the purchasing process. They will provide Customer Service Assistance and support for Laerdal products via multiple channels while ensuring excellent customer satisfaction. The tier 1 function is involved in learning the Laerdal sales processes, products and has a commitment to organizational success.

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. They will provide Customer Care Assistance and support for Laerdal products via multiple channels while ensuring excellent customer satisfaction. The tier 1 function 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 effective 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 practice.

»Manage corrections through to resolution

Responsibilities:

»Place, phone, fax and e-mail basic customer orders

»Create Activities and Cases in SalesForce as per department standards

»Enter and update Contacts in SalesForce

»Process orders as appropriate to ensure timely order processing

»Web Support; order holds and answering customer questions

»Processing of the Customer Care e-mail box; answering inquiries.

»Open New Accounts; updating Customer Master notes

»Answer inquiries regarding: invoices; shipping delivery times; product availcapability; general part number questions; ensuring credit policies are being followed along with reviewing of POs’ for accuracy relating to company financial and contractual obligations.

»Support sales organization as needed.

»Assist Logistics and support the warehouse with missing shipment information

»Resolves more complex problems and communicates solutions or requested information to the customer.

»Utilizing product knowledge and knowledge of the company's services and department procedures to troubleshoot and resolve customer issues.

»Works closely with the Sales, CSS and Marketing Groups to help ensure customer satisfaction

»Knowledgeable on all products as well as baseline information

»Provide consultative/ product support to customers

»Initiate transactional sales conversations with customers regarding purchases being made

»Provide front line support to all teams internally by transacting items

»Provide assets and warranty information to Client Executives to assist with Customer demands and services.

»Collaboration with Customer Success prior to Order Entry for Simulation Orders

»Modification of orders whenever necessary to ensure that the customer has a smooth purchase practice.

General Requirements:

»Six months practice in a customer service capacity required.

»Two year college degree preferred.

»Strong multi-tasking and attention to detail expertise required.

»Must be flexible and have the capability to work shifts from 8am to 8pm and Saturdays.

»Effective verbal and written communication expertise with both internal and external customers.

»Basic technical proficiency with software such as Salesforce or TalkDesk

» practice with Internet Explorer and Microsoft Office/Teams.

»Home internet access for off-site/remote operation required.

»Six months practice with CRM tools, or purchasing systems such as Monday.com, Pipedrive, Salesforce, Zendesk, Hubspot or Oracle.