Customer Care Specialist

Job Summary:

The CustomerCare Specialistis theessentialliaison betweenthe company and itscustomersand distributors in the mission of streamlining thecustomerbuyingjourney. Ownership of the product order transaction process, frominceptionto delivery, is at the center of the customercaregroup focus. Thinking beyond the transactional nature of the product ordering process, theCustomerCare Specialistwill work closely with management for continuous process improvement andidentification ofcross-selling opportunities in the customer interaction process. 

More specifically, the Customer Care Specialist is the lead inessential product fulfillment functions including order processing, productreturnsand repairs coordination as well as theimplementationof the product demonstration program with the company’s internal and external key stakeholders. The Customer Care Specialist is at the commercial front-line of the customer’s experience addressing their transactional queries, ensuring a streamlined product purchaseprocess,and acting as their advocate relating to any topic in the complete buying, useand ownership experience with the company ensuring optimal customer satisfaction. 

We are in search of a “roll up the sleeves” candidate who will take initiative in supporting the growth of a critical commercial function in support of the company’s expansion.

Essential Job Functions:

• Own theend-to-endcustomer order processthrough close interaction with internal teams, fromlogistics, regulatory affairs to supply chain ensuring complete and on-time delivery 

• Develop thorough productknow-howin terms of configuration set-ups, basic functionality and pricing scenarios enabling effective customer interaction and cross-selling opportunities

• Understand the procedural workflow in order processing, productreturnsand repairs – offering thoughtful recommendations in efficiency improvements

• Monitor and track product demo requests and theirtimelyreturn to ensure efficient use of demo product inventory by sales organization

• Support sales organization withon-demandprocessingand deliveryof supporting marketing collateral 

• Work with Finance to ensure proper follow-through of account standingand customer payments

• Generate product inventory reports to stay ahead of the curve in demand spikes and resource requirements for value-added services such as repairs and maintenance programs

• Develop customer surveys to assess customer satisfaction through defined customer metrics includingNet Promoter Score (NPS)andCustomer Perfect Order (CPO) 

• Coordinate the customer feedback processby clarifyingproduct-relatedcomplaints,helptoidentifythe cause of the problem, coordinatecorrection or adjustmentandfollow-upto ensure resolution

• Build sustainable relationships of trust through open and interactive communication

• Generate andmonitoropen order reports tomaintaincustomer informed on planned delivery andanticipatepotential changes in shipping times 

• Understand and apply company policies includingwarranty andterms of saledeliverables

• ApplyGeneral TSI Quality Management System (QMS), Good Documentation Practices (GDP), Good Manufacturing Practices (GMP), and Complaint Handling through annual TSI Training

Knowledge/Skills/Experience:

• Familiarityin various software applications– Microsoft Office Suite and ERP systems

• Highly organized with the capacity to prioritize in a deadline-oriented environment

• Aptitude toeliminateroadblocks in achievingcustomer satisfaction– a “can do” positive attitude is essential in both internal and external interactions

• Excellent written and verbal communication skills

• Superb interpersonal skills, including the ability to quickly build rapport with both distribution partnersand inside support groups

• Able to work comfortably in a fast-paced environment

• Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans

• Customer orientation and ability to adapt/respond todifferent typesofpersonalities and situations

• Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues

Preferred Qualifications

• High-School or equivalent; college degree preferred

• Minimum3+ years ina customer support role

General Requirements:

• Occasionally requires attending corporate functions

• Ability to lift 25 pounds of medical equipment

• Occasionally requires travel (5-10%)