Note: The job is a remote job and is open to candidates in USA. Drive Medical is a leading manufacturer of medical products with a commitment to innovation and quality. As a Customer Solutions Specialist, you will provide exceptional customer service by resolving inquiries, processing orders, and ensuring a seamless experience for customers in a fast-paced environment.
Responsibilities
- Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns and assist with all their customer service needs
- Handle inbound and outbound communication via phone, in a professional and courteous manner
- Resolve all customer related inquiries and issues with extreme accuracy and efficiency
- Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner
- Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc
- Enter and process orders received via phone with a high degree of accuracy
- Provide product availability and manage customer backorders as needed
- Support the sales team by providing assistance with their daily service needs
- Follow up as needed to ensure accuracy and effortless customer experience
- Diagnose product malfunctions and recommend solutions
- Provide over the phone assistance with product assembly and parts inquiries
- Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems
- Achieve performance goals on a consistent basis and established KPIs
Skills
- Resolve customer and sales rep inquiries; explain product features, provide quotes, process orders, returns and assist with all their customer service needs
- Handle inbound and outbound communication via phone, in a professional and courteous manner
- Resolve all customer related inquiries and issues with extreme accuracy and efficiency
- Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner
- Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc
- Enter and process orders received via phone with a high degree of accuracy
- Provide product availability and manage customer backorders as needed
- Support the sales team by providing assistance with their daily service needs
- Follow up as needed to ensure accuracy and effortless customer experience
- Diagnose product malfunctions and recommend solutions
- Provide over the phone assistance with product assembly and parts inquiries
- Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems
- Achieve performance goals on a consistent basis and established KPIs
- Upbeat, positive attitude and an approach to work rooted in professionalism
- Customer focused
- Excellent communication and problem resolution skills
- Excellent computer skills
- Quick learner, able to think on feet and find innovative solutions
- Prior experience working in a customer-facing or call center environment preferred
- Excellent computer skills
- Prior experience in a goal-driven & customer-focused environment desired
- SAP experience helpful
Benefits
- Competitive Benefits
- Paid Time Off
- 401(k) Savings Pla
Company Overview
Drive Medical is one of the fastest growing global distributors of durable medical equipment. It was founded in 2000, and is headquartered in Port Washington, New York, USA, with a workforce of 1001-5000 employees. Its website is http://www.drivemedical.com/.
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