Customer Solutions Specialist

Who is Drive Medical…

 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 (Major Purpose of the Role): 

The Customer Solutions Specialist is responsible for delivering an effortless customer experience in a fast-paced, phone-based environment by providing product information, placing orders, and identifying effective solutions. As employees build knowledge across all areas of the department, they may become cross-functional to support evolving business needs.

Ability to work full time Monday - Friday 9-6PM EST

Main Activities/Responsibilities:

• Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns, and assist with all their customer service needs in US and Canada.
• 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 helpful, 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 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.
• 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.
• 1-2 years’ experience in the position to be considered for promotion.
• Work closely with other departments, such as the Technical Solutions, Product Management and Credit Dept.

Competencies:

• Customer Focused 
• Prior customer-facing experience preferred
• Excellent communication and problem resolution skills
• Excellent computer skills, including knowledge in Microsoft Systems, SAP experience helpful
• Quick learner, able to think on feet and find innovative solutions
• Empathy, patience, listening skills
• Maintain a Scorecard of an A/B average to be considered for promotion

Reporting Relationships and Supervision:

• The position will report to the Customer Solutions Supervisor/Manager.

Education and Experience:

• High school diploma or equivalent
• Experience in Customer Service preferred

Why Apply to Drive DeVilbiss…

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

Pursuant to New York law, Drive Medical provides a salary range in job advertisements. The pay range for this role is $19.00 - 21.00 per hour. Actual salaries may vary depending on factors such as the applicant’s experience, specialization, education, as well as the company’s requirements. 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 Medical 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 Medical complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.