Customer Solutions Specialist Canada

Reports to (title): Customer Solutions Manager or Supervisor

Department: Customer Solutions

FLSA Status: Non- Exempt

Who Is Drive DeVilbiss…

Drive DeVilbiss 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 into the homecare, long-term care, retail, and e-commerce channels in more than 80 countries around the world.

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

Summary (Major Purpose Of The Role)

Drive Devilbiss is a place where employees and management exist to enhance the quality of life of the people we touch. Customer Solutions Specialist and Customer Solutions Specialist, Canada is responsible for ensuring effortless experience to 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 can become cross-functional to fit business needs.

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, email, or chat 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, email, or fax, 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 Tech, Product Management and Credit Dept.
• Bilingual in French and English to help service our customers and our Sales Team (Canada only). (Preferred but not required)
  
  

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
• Career minded individual with ability to work flexible hours (generally M-F between 9AM-6PM EST)
• 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

EEO Statement: Drive DeVilbiss is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Drive DeVilbiss complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.