[Remote] Customer Solutions Specialist

Note: The job is a remote job and is open to candidates in USA. Drive Medical is a leading manufacturer of medical products with a commitment to innovation and quality. As a Customer Solutions Specialist, you will provide exceptional customer service by resolving inquiries, processing orders, and ensuring a seamless experience for customers in a fast-paced environment.

Responsibilities

• Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns and assist with all their customer service needs
• Handle inbound and outbound communication via phone, in a professional and courteous manner
• Resolve all customer related inquiries and issues with extreme accuracy and efficiency
• Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner
• Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc
• Enter and process orders received via phone with a high degree of accuracy
• Provide product availability and manage customer backorders as needed
• Support the sales team by providing assistance with their daily service needs
• Follow up as needed to ensure accuracy and effortless customer experience
• Diagnose product malfunctions and recommend solutions
• Provide over the phone assistance with product assembly and parts inquiries
• Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems
• Achieve performance goals on a consistent basis and established KPIs

Skills

• Resolve customer and sales rep inquiries; explain product features, provide quotes, process orders, returns and assist with all their customer service needs
• Handle inbound and outbound communication via phone, in a professional and courteous manner
• Resolve all customer related inquiries and issues with extreme accuracy and efficiency
• Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner
• Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc
• Enter and process orders received via phone with a high degree of accuracy
• Provide product availability and manage customer backorders as needed
• Support the sales team by providing assistance with their daily service needs
• Follow up as needed to ensure accuracy and effortless customer experience
• Diagnose product malfunctions and recommend solutions
• Provide over the phone assistance with product assembly and parts inquiries
• Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems
• Achieve performance goals on a consistent basis and established KPIs
• Upbeat, positive attitude and an approach to work rooted in professionalism
• Customer focused
• Excellent communication and problem resolution skills
• Excellent computer skills
• Quick learner, able to think on feet and find innovative solutions
• Prior experience working in a customer-facing or call center environment preferred
• Excellent computer skills
• Prior experience in a goal-driven & customer-focused environment desired
• SAP experience helpful

Benefits

• Competitive Benefits
• Paid Time Off
• 401(k) Savings Pla

Company Overview