Job Description

Customer Care Specialist I

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
  
• Hybrid and 4-Day Compressed Work Week (for operations-based roles only)
  
• Comprehensive Medical, Dental, and Vision
  
• HSA & FSA Account Options, with employer HSA contribution
  
• 401k with Employer Match & Profit Sharing
  
• Tuition Reimbursement
  
• Wellness Reimbursement Program
  
• Professional Development Opportunities
  
• Pet Insurance
• Subsidized Cafeteria in NY based office

Are you passionate about creating positive and memorable customer experiences? Do you thrive in a dynamic and ever-changing environment, while supporting a distinctive, impactful, and mission driven industry? Join our Customer Care team as a Customer Care Specialist I.


At Laerdal, we believe in an exceptional customer experience. It requires dedication, endless curiosity, and a genuine passion for helping others. As a Customer Care Specialist I, you will contribute to improving patient outcomes by providing top-notch support to healthcare professionals, educators, and organizations using Laerdal's cutting-edge medical simulation solutions. Your role will be essential in building and maintaining strong relationships with customers, ensuring they receive the highest level of care and support throughout their journey.


We are looking for individuals who are dedicated to a rigorous and fulfilling career path, searching to make an impact, are hungry to learn, and are interested in taking ownership of the Customer Journey at Laerdal Medical.

Position Overview:

Provide Customer Care
Assistance and support for Laerdal products and services via phone, email, chat
or other channels ensuring excellent customer satisfaction. The Tier 1 Customer
Care Specialist is the primary person for order entry and general inquiries and
will work with purchasing departments to ensure accuracy with the purchasing
process. They will provide Customer Care Assistance and support for Laerdal products The
tier 1 role is involved in learning the Laerdal sales processes, products and
has a commitment to organizational success.

Responsibilities:

• Coordinating
  and implementing solutions for customers: As you are working with
  customers fielding inquiries and issues it will be your responsibility to do so
  in a timely and professional manner, closing the loop and ensuring
  satisfaction.
• Order Entry and Management: Responsible for placing and managing orders via all available channels. Including the post order management issues such as answer inquiries regarding: invoices; shipping delivery times; product availability; general part number questions; ensuring credit policies are being followed along with reviewing of Purchase Orders for accuracy relating to company financial and contractual obligations.
• Customer Relationship Management: Create and manage direct data entry activities, contacts, account data and Cases in SalesForce. Managing account set up and tax info as well as the contractual components of Purchase Order management. Provide assets and warranty information to Client Executives to assist with Customer demands and services.
• Product Support and Assistance: utilizes product knowledge and understanding of the company's services and department procedures to troubleshoot and resolve customer issues. Initiate transactional sales conversations with customers regarding purchases being made. Manage consultative conversations with customers when needed to ensure they are making the right purchase for their needs.
• Cross Functional Collaboration: Partner with various departments through the Customer Journey- then list the departments including but not limited to Sales Organization, Customer Sucesss, Logistics and Supply Chain, etc."
  Resolve more complex problems and communicates solutions or requested information to the customer.

Requirements:

• Minimum of two years' experience in customer service or related position
• Two-year (or higher) college degree preferred.
• Strong multi-tasking and attention to detail skills required.
• Must be flexible and have the ability to work shifts from 8am to 8pm with occasional rotating Saturdays.
• Extremely effective verbal and written communication skills with both internal and external customers.
• Comfortable with Microsoft Suite
• Technical proficiency with software such as Salesforce or TalkDesk
• Experience with Internet Explorer and Microsoft Office/Teams.
• Home internet access for off-site/remote operation required.
• Six months experience with CRM tools, or purchasing systems such as Monday.com, Pipedrive, Salesforce, Zendesk, Hubspot or Oracle strongly desired.

An ideal candidate will bring to the role, not only a proven
track record of the requirements listed above, but also the following personal
attributes:

• Initiative
• Willingness to Learn
• Accountability/Ownership
• Passion for Driving Solutions
• Analytical Skills/Problem Solving
• Reliability
• Team-oriented
• Customer Focused
• Empathy

Salary Range: $45,000-$47,000, eligible for 7% annual bonus

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

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