Customer Service Representative

Nihon Kohden North America, Inc.; Guilford (CT); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health benefits

401k with company match

Job summary

Defibtech is seeking a Customer Service Representative to deliver world-class support by answering inquiries, troubleshooting products, and updating data systems. The role is based onsite in Guilford, CT with occasional travel to Branford, CT and hybrid capability.

You will respond to inquiries by phone and email, document interactions, and assist with compliance reporting, while supporting a collaborative team in a fast-paced environment.

Qualifications

• High school diploma or equivalent and 1 year of related experience.
• Previous customer service experience is preferred.

Responsibilities

• Respond to customer inquiries by phone and email with product and services information.
• Enter data from customer interactions into service records.
• Evaluate and resolve technical issues for domestic and international customers.
• Complete and document technical support tasks in the CS database.
• Gather and report compliance information related to sales operations.
• Manage service inquiries, including tracking product returns.
• Uphold company values and contribute to continuous improvement.
• Ensure operations comply with FDA, QMS, safety regulations.

Skills

Exceptional customer focus

Data entry

MS Office proficiency

Written communication

Organizational skills

Task prioritization

Education

High school diploma

Tools

Outlook

Excel

Word

Job description

Defibtech is seeking a Customer Service Representative to provide world-class customer service by responding to customer inquiries and questions, troubleshooting products, and updating applicable data systems. This position is based onsite in Guilford, CT with occasional travel to Branford, CT, with hybrid capability.

Core Responsibilities:

• Responds to customer inquiries by phone and email including providing product and services information, device registration assistance, troubleshooting, and identifying potential sales opportunities.
• Processes and enters data from customer interactions including service requests, complaints, feedback, and sales opportunities.
• Responds to telephone and email queries regarding technical issues, providing direct customer support in evaluating and resolving issues both with domestic customers and international partners.
• Processes technical support tasks to completion, and documents information within the customer service database.
• Supports gathering and reporting compliance information related to sales operations.
• Facilitates the management of service inquiries including tracking product returns for service and maintenance.
• Demonstrates Defibtech’s values on the job and promotes and participates in continuous improvement.
• Actively supports compliance of Company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including but not limited to FDA, Quality Management Systems Regulations, safety regulations and applicable statutes).

Qualifications / Requirements:

• High school diploma or equivalent and 1 year of related experience. Previous customer service experience is preferred.

Knowledge, Skills & Abilities

• Exceptional customer focus with strong communication skills.
• Experience with data entry, ideally within a manufacturing environment.
• Proficiency in use of computers and Microsoft software applications (e.g. Outlook, Excel, Word).
• Business level grammar and written composition skills.
• Excellent organizational skills with detail focus.
• Ability to prioritize multiple tasks in a fast-paced environment without jeopardizing quality.

Work Environment and Physical Demands:

• Office setting; hybrid capable.
• Physical demands are primarily sedentary with frequent sitting, standing and short durations of walking throughout location(s)and lifting up to 10lbs.

Compensation and Benefits:

• Defibtech offers competitive salaries and a comprehensive benefits package including core health benefits, company-paid disability, and 401k with company matching contribution.
• Defibtech promotes a challenging, collaborative, and friendly culture that is centered around our values and mission.
• Defibtech is supportive of work balance, providing company gatherings to add fun and generous paid time off and flexibility for employees to manage time and responsibilities.
• Defibtech is committed to empowering and supporting our employees in their philanthropic efforts through donation programs and time off for volunteerism.

Defibtech is committed to a diverse workplace and is an Equal Opportunity/Affirmative Action employer and E-Verify Company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

The above description of core responsibilities and qualifications are intended to describe the general nature and level of the work being performed, but they are not an exhaustive list of all the required responsibilities and skills of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Defibtech endeavors to make www.defibtech.com accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at 203.453.6654. This contact information is for accommodation requests only and should not be used to inquire about the status of applications.