Customer Service Representative

DASA Health Solutions; Louisville (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

DRE Med is seeking a full-time Customer Service Representative to support our Medical Equipment team in Louisville, KY. You will assist customers, the CS team, and Sales to improve order fulfillment and client interactions.

You will coordinate with Tech, Inventory, Finance, and Shipping; process orders; send shipping labels; update customers on order status; and help identify improvements in purchasing and administrative processes.

Qualifications

• Bachelor’s degree in Business or related field preferred.
• Prior customer service experience preferred.
• Excellent written and verbal communication in a business environment.
• Proficient with Microsoft Office and ERP systems.
• Able to work in a fast-paced environment and as part of a team.

Responsibilities

• Facilitates customer requests to improve customer experience and resolves issues.
• Drives to first-order call resolution with customer inquiries.
• Coordinates with Tech, Inventory, Finance, Shipping to process orders.
• Processes purchase, repair, and service orders, including online orders.
• Sends shipping labels and creates Ship To emails for repairs.

Skills

Strong communication

Time management

Team player

Attention to detail

Education

Bachelor’s degree in Business/Communication or related field

Tools

Sales software

ERP/Enterprise systems

Microsoft Office

Job description

Position: Customer Service Representative

Location: Louisiville, KY

Job Id:101

# of Openings:1

Job Description Summary

DRE Med is seeking a full-time Customer Service Representative to support our Medical Equipment team. Reporting to the Director of Customer Service, the Customer Service Representative’s responsibility is to support our customers, the CS team, and the Sales Teams to continuously improve the quality of client interactions and order fulfillment. The role works with all departments to facilitate orders and help to manage client expectations.

The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Functions & Responsibilities

• Facilitates customer requests to improve customer experience, analyzes and resolve customer issue
• Drives to first-order call resolution with customer inquiries
• Works with other departments, such as Tech, Inventory, Finance, Shipping
• Processes purchase, repair, and service orders, including online orders
• Sends out "Ship To" Emails, creates and sends shipping labels for all incoming repairs
• Updates customers regarding Order Status and provides Service reports
• Contacts customers for Purchase Orders and updates database
• Works well in a fast-paced environment
• Possesses excellent interpersonal skills to interact effectively with staff, vendors, and guests
• Helps to identify continuous improvement in purchasing and administrative processes and offers solutions to promote efficiency as DRE Med continues to grow
• Works professionally and efficiently with all levels within the organization
• Demonstrates professionalism in all internal and external communication and demeanor
• Collaborates with all departments as internal customers, prioritizing tasks as needed for efficiency and compliance
• Adheres to all company employment policies, including Quality and safe practices
• Performs other duties as assigned

Experience/Training/Education

• Bachelor’s Degree in Business, Communication, or associated field, preferred, but not essential
• Prior customer service experience preferred

General

Exceptional ability to speak and write effectively in a business environment. Ability to maintain an elevated level of accuracy in preparing and managing multiple activities. Strong time management, critical thinking, initiative and organizational skills and attention to detail required. Must be able to operate in a fast-paced environment and work well as a team member. Must demonstrate sound work ethic, flexibility, respectfulness, honesty and trustworthiness. Must also be punctual and dependable. Must possess cultural awareness and sensitivity.

Technical

Ability to effectively use sales software and Enterprise systems, email, search engine, Internet; ability to effectively use Microsoft Products: Outlook, Word, PowerPoint, Excel and to use or learn specific software needed to improve productivity.

Communication

Strong oral and written communication skills. Able to read and interpret information within ERP system.

Math & Reasoning

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative.

Physical and Environmental Elements

Physical Demands

Ability to sit continuously for over 3/4 of normal work shift, and stand, walk, and reach with hands and arms for at least 1/4 of the normal work shift. Ability to climb stairs. Ability to talk or hear continuously. Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less). Finger dexterity is required frequently for over 3/4 of the normal work shift. Ability to handle luggage or work materials up to 20 pounds occasionally.

Work Environment

Position is typically performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone); however, will often interact with the production/warehouse environment. Thus, the employee works in a normal office setting and will travel to an open warehouse area where temperatures are subject to outdoor conditions in terms of cold and heat. There is exposure to various tools and equipment as well as forklift operations and corresponding noise levels.

Additionally, DRE Med is an Equal Opportunity Employer; we proudly promote a diverse workforce and do not discriminate. We encourage all employees and applicants who meet the position requirements to apply for advancement within the organization regardless of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Harassment or inappropriate behavior of any kind is not tolerated and could be grounds for termination.

If assistance or accommodation due to a disability is needed, please discuss it with the hiring manager.