SENIOR CUSTOMER CARE SPECIALIST

Company: SunMed
Location: El Paso
Posted on: November 10, 2024

Job Description:

COMPANY SUMMARY

At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us!

POSITION SUMMARY

The Senior Customer Care Specialist will provide excellent customer service and sales support on behalf of AirLife. They coordinate product sales-related activities and perform a variety of departmental functions related to sales and customer service.

POSITION QUALIFICATIONS

The specific minimum competencies needed to perform the essential duties of the job include knowledge, skills, abilities, level of education, and experience necessary for successful performance. These competencies are generally demonstrated through specific service, education, or training.

Knowledge:

• Working knowledge of ERP systems, ie Great Plains, Oracle, JD Edwards, SAP.
• Working knowledge of Microsoft Outlook, Teams, Sharepoint, and other Microsoft tools.
• Working knowledge of tracking package through provider websites like UPS and FEDEX. Skills & Abilities:
  • 3 to 5 years of experience in Customer Service B2B order fulfillment using Distribution and ERP systems (SAP, JD, GP or Oracle) are required.
  • Ability to work in a fast-paced environment and ability to achieve a high output.
  • Demonstrated excellent written and verbal business communication skills.
  • Ability to manage multiple projects/systems simultaneously. Level of Experience:
    
    Minimum 2 years' experience in a customer service position servicing business to business customers. Experience working with a manufacturer required. Experience in the medical devices manufacturing industry is preferred.
    
    Level of Education:
    
    Minimum requirement is some college experience. Associate degree preferred.
    
    Travel
    
    As the business needs.
    
    ESSENTIAL DUTIES ANDRESPONSIBILITIES
    • Handles complex customer inquiries involving returns, billing issues, warehouse errors as well as escalated complaint resolution.
    • Responsible for the following:
    • Order Entry and EDI transactions for all internal and external customers.
    • Call handling: Order placement, order status, order tracking, and general information.
    • Email: Order placement, order status, order tracking, and general information.
    • Monitor process accuracy through control reports.
    • Process All Customer Complaints within 48 hours of receipt.
    • Train new customer service representatives as well as provide refresher training where needed.
    • Assisting with processes, procedures or systems testing and upgrades.
    • Serve as subject matter expert for customer service processes and systems.
    • Process improvement by suggesting ideas to change/implement processes based on customer feedback.
    • Proactively engage customers and problem resolution and de-escalation of urgent matters.
    • Meet or exceed the required customer service metrics.
    • Perform other related activities as required. OTHER RESPONSIBILITIES
      • Focus on achieving our Company mission.
      • Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety.
      • Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
      • Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
      • Contribute to building and maintaining a positive team environment.
      • Assure all policies and guidelines are implemented and followed.
        QUALITY POLICY
        
        At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements.
        
        DEIA STATEMENTAt AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.

Keywords: SunMed, Las Cruces , SENIOR CUSTOMER CARE SPECIALIST, Other , El Paso, New Mexico