Customer Solutions Coordinator

NAR; Greer (SC); On-site; USD 36,000 - 52,000; Full time

Job summary

North American Rescue, LLC (NAR) is seeking a customer engagement and sales order specialist to manage accounts, process orders, and provide outstanding service. You will handle quotes, quotes status, returns, and inquiries across multiple channels, delivering accurate information and rapid responses.

Ideal candidates have 1–3 years in customer-facing roles and familiarity with ERP systems. A college degree is preferred; strong typing skills and excellent communication are essential for success

Qualifications

• College degree preferred.
• 1-3 years in a customer facing role and experience with customer service preferred.
• Experience with ERP systems strongly preferred.
• Ability to type at least 45 words per minute preferred.

Responsibilities

• Establish and manage customer accounts and contact information; include tax, payment methods, price levels, Rx info, shipping accounts, and duplicates.
• Assist customers with quotes, orders, status updates, returns, and complaints.
• Provide professional communication via live chat, phone, email, and other channels.
• Connect customers to the right sales contact based on business area.
• Create and transmit quotes, order confirmations, packing slips, invoices as needed.
• Navigate internal systems to ensure accurate, timely information and escalation as required.
• Learn NAR product portfolio and answer questions or escalate to SME when needed.
• Ensure compliance with ISO/FDA QMS requirements.

Skills

Customer focus

Excellent communication

Active listening

Multitasking

Typing speed 45 wpm

Education

College degree (associates or bachelors) preferred

Tools

ERP systems

Microsoft Office

Job description

Execute all aspects of the customer account engagement and sales order process, providing solutions to solve whatever the customer need is. Support all customer inquiries and ensure sales orders are prioritized and processed using the most efficient and effective method. Create a positive experience for every customer that interacts with NAR.Our culture thrives on teamwork so trust, selflessness, and communication are paramount.

ESSENTIAL RESPONSIBILITIES

This is not an all-inclusive list of duties and responsibilities. Projects/duties may be added as needed.

• Establish and manage customer accounts and contact information. This includes, but is not limited to: tax information, payment methods, assign Price Level for the associated customer tier, Rx information, shipping account information, item notes specific to accounts, and locating and resolving duplicate accounts when applicable
• Assist customers in the following areas, ensuring completeness, accuracy, and a quick turnaround time in each: Quote Requests, Order processing, Providing Status updates/Lead Times for open orders, Return and Complaint handling
• Provide professional, accurate, and timely communication through the following media: Live chat via the website, Chat requests sent via Zendesk after hours, Phone calls, Emails, Internet quote requests, Contact forms, Pricing applications, Direct instruction from sales, Walk-in customers at HQ
• Understand the NAR corporate structure and help customers find the right point of contact for their needs. Connect customers to the relevant sales point of contact based on the functional areas in sales (Military, Fire/EMS, workplace safety, NAR Sim etc.)
• Create, provide, and transmit relevant documentation to customers including, but not limited to: Quotes, Order Confirmations, Packing Slips, External Samples requested by Sales, Returns, Recall documents, Copies of Invoices
• Learn and maintain the system of Internal Communication established by CS Leadership to decide who needs to be contacted to ... facilitate daily communication with sales to ensure customer satisfaction, execute follow‑ups and necessary escalations if requests are not answered, and deliver prudent info/updates picked up singularly to the department as a whole
• Learn and properly navigate the NAR document management system and ensure compliance within the system
• Review electronic systems to process any orders entered through government systems and to bid on RFQ's
• Learn NAR product portfolio and answer customer questions regarding them. If the answer is not known, elevate questions to the appropriate subject matter expert and facilitate the customer receiving an answer promptly
• Understand our requirements as an ISO and FDA regulated medical device manufacturer and ensure compliance within our Quality Management System (QMS)
• Develop a focus area as business needs dictate. Learn the customer tendencies, requirements for the market, and salesperson needs. These focus areas may include: NARSim, distributors, municipalities, international, ACS, military, government contracts
• Other duties as assigned

AUTHORITY

• Authorized to execute creation and maintenance of customer accounts and related sales documents.
• Authorized to provide discounted pricing based on customer criteria

ACCOUNTABILITY

• Collaboration and Communication: Working together; listen to other's ideas; communicate accurately and concisely
• Decision Making: Consider all facts and impacts when making decisions. Able to follow instructions and flow charts, but when there is a question don't assume or guess. Ask questions until norms and clarity are established.
• Focus on the Customer: Consistently doing what is in the best interest of our customer. Leaving a positive impression on the customer by elevating their experience. Internal customers and external customers rely on accurate and timely information.
• Accuracy: Ensure all customer and order information is complete and accurate

SUPPLEMENTAL RESPONSIBILITIES

• Completes any other duties and /or projects assigned by the supervisor.
• Other duties as assigned

QUALIFICATIONS

Education

• College degree (associates or bachelors) preferred

Experience

• 1-3 years in a customer facing role and experience with customer service preferred
• Experience with ERP systems strongly preferred
• Ability to type at least 45 words per minute preferred

Specific Characteristics

• Consistently applies excellent communication skills; both oral and written
• Demonstrated ability to respond effectively and courteously to all customers
• Ability to actively listen and display professionalism at all times
• Attention to quality and detail
• Solid organizational skills
• Ability to identify and resolve problems
• Ability to manage multiple priorities
• Ability to work with limited direction and supervision
• Builds and maintains effective working relationships
• Solid computer knowledge including Microsoft Office products
• Basic understanding of shipping processes and accounting fundamentals
• Prior EMS or EMS Customer Service experience preferred

DEMANDS

Time and availability

• Must be able to work a minimum of 40 hours each

Travel

• Must have transportation to and from headquarters

Physical

The physical demands described here are representative of those that must be met by a typical office employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently required to hear and talk
• Use of hands for keyboard usage
• Frequent sitting, standing, and walking
• Occasional reaching with hands and arms, stooping, kneeling, and lifting, and/or moving up to 20lbs
• Must be able to work in a moderately loud work environment

DISCLAIMERS

AAP/EEO Statement

North American Rescue, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.