Customer Success Rep

We're hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guidingprinciple "Technology for Life".

This position is fully remote-Monday-Friday 9:30am-6:00pm EST.

The Customer Success Rep will identify and assess the needs of customers whocall the Customer Success Center, asking probing questions as needed.

Duties of the role:

• Supplyproduct, pricing and availability information to the customer; enter orders into SAPor Tangro; and check status of orders.
• Provide order confirmations with close attention to accuracy and detail, including input of correct data in SAP to ensureautomatic order confirmation.
• Determine if a call should be escalated; complete service tickets for all escalated calls.
• Using in-depth SAP skills, accesses, processes & records information for managing complex transactions.
• Resolve customer complaints, conducting research to determine an appropriate solution.
• Follow up with customer on a timely basis to ensure effective resolution of the complaint.
• Follow policies, procedures and guidelines to drive Customer Satisfaction and to ensure compliance with company objectives.
• Coordinate closely with Credit and Collections to determine credit status ofthe customer and facilitate order releases as appropriate.
• Issue order creditsand debits as needed.
• Process and prepare quotation requests from both Sales and customers usingcustomer specific pricing and or marketing promotions.
• Follow and adhere tothe DOA, set policies and quoting procedures.
• Ensure proper prioritization of orders, providing high priority service forproblem solving and other urgent calls.
• Coordinate with Order Fulfillment for resolution of out of stock items.

As applicable:

• Monitor the EDI orders and ensure they have been received in our system.
• Verify the pricing, customer information and unit of measure.
• Contact customer of any discrepancies.
• Maintain current tables of exceptions to the EDI rules, to ensure manualprocessing of those orders thus eliminating errors. Clean up data as needed.
• Continuing education on the EDI system and any changes that take place.
• Assist customers with on-boarding, questions or concerns with their orders inregards to the system.
• Work closely with the Sales Coordinator/EDI Specialist on issues and concerns regarding the EDI system.
• Retrieve, process and complete necessary steps for ECAT / Governmentprocurement platforms parts / consumable orders or be proxy to EDI andECAT / Government procurement platforms order processing.
• Provide information requested by Distributors: part number, price, unit ofmeasure, country of origin etc.
• Act as a consultant to assist customers in purchasing decisions related toproducts and which are best suited for certain applications.
• Configure equipment orders to specification as submitted on customerpurchase orders.
• Process incoming FOA/ Warranty, Service and Unused requests fromcustomers.
• Manage Service inquires starting with receipt of equipment through invoicegeneration.
• Prepare COC, Certificate of Calibration, documents as required.
• Performs other duties as needed and assigned.

Education:

High school diploma required or equivalent combination of education and workexperience.

Related Experience:

• Minimum five (5) years customer service experience required; call center experience preferred
• Must be adept at using a computer and specialized software
• MS Word and Excel experience required
• SAP experience preferred

Special Competencies or Certifications:

• Must have excellent customer service skills & demeanor
• Strong verbal communication skills required
• Ability to process information and make corresponding decisions is requiredExperience with or ability to master awide range of processes and interaction with other departments

The targeted pay range for this position is typically between $21.00-$24.00 per hour. We note that the pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.This position is eligible for overtime pay.