Customer Solutions Specialist

Who Is Drive ...

Drive Medical has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold in the homecare, long-term care, retail, and e-commerce channels in more than 100 countries around the world.

“Leading the World with Innovative Healthcare Solutions that Enhance Lives”

Summary:

As a Customer Solutions Specialist, you will ensure an effortless experience for our customers in a fast-paced environment, by providing product information, placing orders and finding solutions. As employees acquire knowledge across all areas of the department they become cross-functional to fit business needs.

Main Activities:

• Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns and assist with all their customer service needs.
• Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner.
• 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.
• 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.

Your Competencies:

• Upbeat, positive attitude and an approach to work rooted in professionalism
• Customer focused
• Excellent communication and problem resolution skills
• Excellent computer skills, SAP experience helpful
• Quick learner, able to think on feet and find innovative solutions

Experience:

• 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

Why Apply to Drive Medical…

Competitive Benefits, Paid Time Off, 401(k) Savings Plan

Pursuant to New York law, Drive Medical provides a salary range in job advertisements. The pay rate for this role is $19.00 - $21.00 per hour. The provided salary range does not include bonuses, incentives, differential pay, or other forms of compensation or benefits which may be offered to the applicant, if eligible according to the company’s policies.

Drive Medical is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. Drive DeVilbiss strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law. Drive DeVilbiss complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.