Customer Relations Representative

GF Health Products, Inc.; Colorado; Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

401(k) with company match

Health, dental, and vision insurance plans

Paid Vacation, Holidays, and Personal Days

Paid Life Insurance

Employee Assistance Program

Short-Term Disability

Job summary

GF Health Products, Inc. seeks a Customer Service Representative based in Colorado to manage customer orders across various channels, ensuring service excellence. The role requires strong communication skills and the ability to address customer needs promptly.

The ideal candidate should possess an Associate Degree with a minimum of three years of related experience. Benefits include a 401(k) with company match, health insurance, and paid time off, fostering a casual and friendly working environment.

Qualifications

• Must work independently and in a team in a high-volume, fast-paced environment.
• Combination of education and experience preferred.
• A minimum of three years related experience required.

Responsibilities

• Process customer orders via telephone, fax, email, and/or EDI.
• Provide accurate pricing and address pricing discrepancies.
• Suggest alternative product options and upsell where appropriate.
• Research customer concerns and take appropriate actions.

Skills

Excellent verbal and written skills

Analytical and problem-solving skills

Attention to detail

Time management skills

Professional phone manner

Ability to multitask

Education

Associate Degree

Job description

Headquartered in Atlanta, GA, is a leading manufacturer and distributor of capital goods in the medical surgical, extended care, and homecare marketplaces. GF’s internationally known brands include Hausted®, Lumex®, Everest & Jennings®, Basic American Medical Products®, Intensa®, and Gendron

Hours: 9:30 AM-6:00 PM EST

Job Description

• Process customer orders via telephone, fax, email and/or EDI.
• Provide accurate pricing; research and address pricing discrepancies.
• Suggest alternative product options; up sell and/or cross sell where appropriate.
• Ensure that product and quantities delivered are what customers anticipate receiving.
• Monitor and track orders already placed to apprise customers of back orders and delivery exceptions.
• Be familiar enough with product information and performance expectations of inventory in all brand lines in order to answer questions and/or trouble‑shoot basic issues for customers.
• Educate customers on company services and policies.
• Monitor calls in queue and prioritize tasks to support departmental call goals.
• Project professional, courteous and sincere image.
• Reduce repeat customer contact by providing proactive customer service with prompt follow up/follow through when appropriate.
• Maintain and archive all related paperwork per record retention policies.
• Research customer concerns and complaints, then take appropriate action within the parameters of company guidelines to negotiate resolutions satisfactory to both customer and company. Submit appropriate Catsweb forms to document actions.
• Immediately refer all product injury claims/allegations to Risk Management and Regulatory Affairs.
• Monitor orders to prevent inadvertent violations of FDA and/or Regulatory Guidelines. Forward complete and accurate documents to the Regulatory team to expedite the registering of those customers who wish to order regulated products.
• Work closely with all sales representatives, placing and monitoring their orders, answering their questions, resolving customer issues on their behalf, apprising them of potential problems and/or sales leads in their territories.
• Communicate with Distribution Center managers to facilitate the processing of problematic orders. Act as a communications conduit between Distribution Center managers and customers whenever there is a question about amending or shipping an order.
• Document customer interaction in appropriate places to facilitate resolution of possible internal or external queries about an order or an item entered thereon.
• Apprise management of relevant customer feedback including response to products; provide process and performance improvement recommendations.
• Actively increase product knowledge to decrease need for support to Customer Service from other departments.
• Handle appropriately any permanently assigned special projects such as back‑order reports, freight claims, returns, credits, discontinued products, the Customer Service box, specially assigned CS customer or salesperson relationship or other task.
• Assist management with special projects and perform other related duties and tasks as required to support team and Company goals.
• Promote team environment through cooperation and communication
• Adhere to all Company Policies and Procedures and incorporate sound safety practices in day to day work environment.

Qualifications

To perform this job successfully, an individual must possess excellent verbal and written skills, demonstrated analytical and problem‑solving skills, sense of urgency, computer literacy, attention to detail, excellent multitask and time management skills, professional phone manner and ability to work independently and as part of a team in a high volume fast paced work environment. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Associate Degree and/or a minimum of three years related experience and/or training; or equivalent combination of education and experience preferred.

Additional Information

The Rewards:

• Fantastic, casual working environment
• Combination on‑site and remote work experience
• Friendly
• 401(k) with company match
• Competitive health, dental and vision insurance plans
• Paid Vacation, Holidays and Personal Days
• Paid Life Insurance, Employee Assistance Program and Short-Term Disability

All qualified applicants will receive consideration for employment without regard to race, color, gender identity or expression, age, religion, height, weight, AIDS/HIV status, intellectual disability, mental disability, physical disability, including but not limited to blindness, unless it is shown that such disability prevents performance of the work involved, medical condition, handicap, national origin, ancestry, sexual orientation, marital status, domestic partnership status, parental status, military status, veteran or military discharge status, political beliefs, organizational affiliations, source of income or housing status or any other status protected by applicable law. GF Health Products, Inc. is a drug free workplace.