Job Purpose:

The Customer Relations Representative’s primary goal is to maintain internal and external customer satisfaction; they have primary responsibility and accountability for the efficient flow of information to and from the customers and Account Managers. Works with the customers and Account Manager to ensure all orders are processed in a timely manner, may assist the Account Manager with maintaining itineraries and scheduling appointments, performs quote follow-ups with the customer, responds to inquiries, assists with customer service issues, provides timely updates on orders, create quotes on items for customers and other duties/projects as assigned.

Duties:

• Provide timely and courteous responses to customer and Account Manager and customer requests
• Build and foster meaningful relationships with customers by addressing inquiries or concerns; document customer feedback/complaints consistent with Burlington Medical policy
• Investigating and solving customer service complaints
• Maintain a solid understanding of company products and services, as well as current promotions and marketing efforts
• Collaborate with management, other members of the sales and customer care teams to ensure a high-quality experience for each customer
• Create new opportunities with existing customers as directed
• Maintain internal workflow and collaborate with other departments to ensure customer satisfaction
• Maintain database integrity by validating and editing data housed in CRM
• Maintain and update team members with up-to-date knowledge of company products and services as well as those of the competition
• Issue RMA numbers when items need to be returned or repaired according to ISO 9001-2000 work instructions and procedures
• Perform other related duties or participate in special projects as needed
• May be called upon to work extended hours during busy periods

Skills/Qualifications:

• Strong interpersonal skills to cultivate long-term relationships with internal and external customers; active listener who seeks to understand
• Must be responsive and detail-oriented
• Ability to use experience, judgement and discretion to make decisions
• Excellent oral and written communication skills with ability to communicate with healthcare/hospital personnel and Account Managers clearly, succinctly and confidently
• Energetic individual, who demonstrates a well-organized, structured approach to prioritizing and balancing multiple tasks at once with ability to utilize critical thinking skills and excellent time management while working in a fast-paced environment
• Must be able to work collaboratively as part of a team, while being self-motivated and able to work independently with minimal supervision
• 2 years’ experience in medical device or healthcare industry a plus
• Proficient in Windows and Microsoft Suite
• Inside Sales experience a plus