Customer Care Specialist 1 -Wappingers Falls, NY Job at Laerdal Medical
Customer Care Specialist -Level 1 -Based 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 looking 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 role is involved in learning the Laerdal sales processes, products and has a commitment to organizational success.
- 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.
- Manage corrections through to resolution.
- Answer inquiries regarding: invoices; shipping delivery times; product availability; general part number questions; ensuring credit policies are being followed along with reviewing of POs’ for accuracy relating to company financial and contractual obligations.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
CANDIDATE REQUIREMENTS
An excellent communicator on all levels, you see solutions instead of problems. You thrive in an environment where multi-tasking is the norm and bring an element of organization to all that you do.
Minimum requirements:
- Some experience in a customer service capacity required.
- Four year college degree preferred.
- Able and willing to work in safe office environment during onboarding and training period with some flexibility in the future to work remotely on occasion
- Must be flexible and have the ability to work shifts from 8am to 8pm and occasional Saturdays.
- Effective communication skills with both internal and external customers.
- Experience with multiline telephones and online ticketing systems.
- Experience with Internet Explorer and Microsoft Office.
- Home internet access for off-site/remote operation required.
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