Customer Support Representative

1. GENERAL SUMMARY:
This position is responsible for contributions to create and maintain good customer relationships by providing excellent customer service through accurate order placement, applying a professional and helpful approach always and being proactive in resolving problems. Ensures smooth sales team operations by providing support to TMs in a timely and supportive manner, including customer visits with the TMs.
This position is responsible for all customer and sales team warranty claim request(s) and inquiries. Distinct but not limited to customer purchase orders will also be a part of the relationship building process. 
2. ESSENTIAL JOB FUNCTIONS:
•    Take responsibility for handling all US customer support interaction and request are handled professionally, timely and accurately.  
•    Handle all email, inbound call, and website warranty requests and loaners as needed.
•    Handle customer purchase orders and/or set up accounts that come through our partnered distributors including but not limited to OPIE and Empire
•    Liase specific customer and sales team request(s) and escalate as needed to our customer complaint process and perform necessary follow-up for any additional information that is needed.
•    Liase customers and sales team with return of product request(s) and perform the credit rebill process when necessary
•    Respond to and assist any customer voicemails regarding but not limited to warranty requests, questions, and end of service letters.
•    Input freight and tracking same day for all purchase orders that were submitted for efficiency and quality for our customer relationship building.
•    Maintain excellent communication (verbal and written) with external callers/ prosthetics, Sales & Clinicians, ACS, Finance and Operations to ensure customer satisfaction and adherence to company processes
•    Works as liaison between Sales, Clinical, ACS, Quality and Warehouse as required with requests and loaner items and availability.
•    Handle phone call and email customer issues and queries internal/external in a professional and timely manner
•    Monitor open requests and works with all departments to reduce delay to customer
•    Cooperate with other teams to resolve, problem solve and be solution driven
•    Ensure all KPI and responsibilities are achieved. 
•    Maintain weekly output targets and objectives
•    Understand and maintain our product ranges ongoing
•    Responsible for meeting or exceeding customer support accuracy 
•    Ensuring both internal and external customers are informed of any delays in deliveries
•    Consistently maintains high level of output according to company standards
•    Performs related duties as needed by supervision.
•    Maintains and improve Health & Safety best practices
•    Work with Management and additional staff to ensure highest level of production in accordance with company policy and ISO Standards
•    Adheres to Company Core Values 
•    Comply with and enforce company policies & procedures
•    Provide regular and predictable attendance considering any rights to leaves provided by law or company policy
•    Perform all essential job functions without posing a direct threat of harm to yourself or others
3. GENERAL QUALIFICATION STANDARDS:
•    Previous experience, especially in customer service/phone arena with a minimum of 2 years of preferred
•    Basic computer skills with Microsoft Office Suite
•    Familiarity with office software and phone systems a plus
•    Flexible work schedule/attitude 
•    Excellent customer facing and care skills
•    Attention to accuracy and detail, especially regarding documentation and adherence to processes
•    Ability to work independently and a team player able to work with all levels and departments
•    Ability to listen and communicate effectively, both written and verbal, with co-workers and customers/clients in an effort to respond to inquiries.
•    Ability to problem solve and be solution driven
•    Ability to interpret an assorted number of tasks or instructions. 
•    Ability to organize and prioritize number of tasks and orders.
•    It may be necessary to work to tight time constraints to meet set deadlines.  This may occasionally require work to be completed outside of normal working hours.
•    Ability to remain calm in stressful situations, accept criticism and work well under pressure.

Education and Experience Requirements:
High school degree or equivalent

Traditional Physical Requirements
•    Requires prolonged sitting, standing, bending, stooping and stretching.
•    Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

The above statements reflect general nature and level of work considered necessary to perform the essential functions of the job identified and is not a detailed description of all work requirements that may be inherent in the job.  Not all functions listed may be performed and other duties may be assigned to meet business needs as determined by the Company.

The nature of this job is such that it can’t be performed at home because, among other things, the parts, equipment, and/or tools necessary for this position are at work.

The Company is an equal opportunity employer and does not discriminate against employees or applicants on the basis of race, religion, creed, color, national origin or ancestry, sex, age, marital status, sexual orientation, disability, veteran or military status, or any other basis that would be in violation of any applicable federal, state or local law.
The Company will make a reasonable accommodation to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation would impose an undue hardship on our operation. Any employee who believes he or she may require such accommodation should contact Human Resources.