Description

As a leading manufacturer and distributor of medical supplies and equipment for healthcare simulation and education, Pocket Nurse provides solutions and services that create hands-on learning experiences for the next generation of healthcare professionals. Our small business philosophy is, “Use your best judgement every day.” Not only do we give team members the guidance and tools to succeed, we give them autonomy to do their best for the company to succeed. This privately held company has been in business since 1992 and is experiencing strong growth year after year.

The Customer Service Representative is responsible for handling all aspects of the support of the full cycle order fulfillment process from order receipt to delivery with our Domestic Sales Department. This position is accountable for ensuring customer satisfaction with our order fulfillment process through timely execution of daily job assignments and exceptional communication with customers.

The focus of this role is on consistently producing accurate and high-quality detailed work based on established guidelines and standards. Helpful and supportive communication with others is based on knowledge of repetitive job routines and procedures gained from on-the-job experience. The job environment promotes steady, methodical work so routines can be completed on time and error-free.

Key Responsibilities and other duties as assigned:

• Provides professional, highly responsive service to our customers by building and maintaining relationships, providing, and responding to customers’ needs on product questions, availability and order status and proactively anticipating problems for customers using daily reporting functions.
• Accountable for accurate and efficient order entry and management within the ERP system.
• Maintains confidentiality of Pocket Nurse proprietary business and customer information.
• Informs management of complaint trends, distribution problems and/or feedback from customers.
• Utilizes established processes to offer and promote product opportunities or substitutions to customers according to established departmental policy.
• Researches and resolves customer problems. Acts as a liaison and facilitates win-win solutions during problem-solving for both our customers and Pocket Nurse by coordinating efforts through sales, scheduling, technical sales service, product development, transportation, and other personnel.
• Supports the Sales Representatives in areas of updating accounts, monitoring/resolving any order entry, as well as pricing or credit issues related to these orders via inbound/outbound calls and email.
• Participates in growth development and cross-training efforts for product lines.
• Provides and maintains monthly administrative reports and individual contributor metrics.
• Performs document scanning and copying duties as they pertain to quotation and sales order receipt.
• Maintains excellent attendance and punctuality.

Professional Character Traits:

• Cheerful in the face of challenges and able to maintain a positive demeanor at all times.
• Organized and prepared for each call with company and product information.
• Adaptable and able to handle each customers need and expected results.
• Good listener but questions appropriately to gather information necessary to satisfy the customer.
• Conducts a complete analysis of the situation to offer multiple solutions.

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Education:

• Minimum Associate's degree in Business or a related field and 2 years of related experience or equivalent of 4 years combination of education and experience.

Skills and Experience:

• Proficient in Microsoft Office products primarily Excel, Outlook, and Word.
• Keying skills – speed and accuracy.
• Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent written and verbal communication skills with an emphasis on the flow of listening and understanding customer’s or vendor’s needs with asking appropriate questions, explaining in easy-to-understand terms with a high focus on looking for ways to help the customer.
• Strong organizational and planning skills.
• High level of independence and decision-making capabilities based on level of authorization.
• Ability to participate in a cross-functional team.
• Quality driven individual with attention to detail.
• Strong ability to multi-task, and the ability to take a high volume of customer calls while performing order entry simultaneously.
• Call center experience highly desired.
• ERP or Order Entry software experience preferred.

Benefits and Compensation:

• Competitive wages and quarterly bonus opportunities.
• Medical, dental, and vision insurance coverage options.
• 401(k) profit sharing plan with generous company matching, safe harbor, and profit sharing contributions.
• Paid time off, personal time, paid holidays, and flexible hybrid onsite/remote work schedules.
• Company-paid life insurance and short-term disability insurance.
• Voluntary life, accident, critical illness, and long-term disability insurance.
• Company-wide cookouts, pot-lucks, and work-day events.
• On-site fitness center, free parking, and dog-friendly offices.
• Opportunities for career enhancements through training and educational programs.
• The opportunity to make a difference in the ever-growing healthcare field.

Physical and Cognitive Demands:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis and may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit; talk; hear; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; lift and/or move up to 15 pounds. No employee is authorized to lift weight over 50 pounds without assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This role requires the individual to be able to understand routine problems, opposing points of view on routine issues, and collaborate and explore alternative solutions; organize and prioritize thoughts, ideas, and own work schedule; apply common sense, analyze and make decisions which have moderate impact on the immediate work unit and monitor impact outside immediate work unit; express written and spoken word for internal and external communications, understand, interpret, and follow written and oral instructions, and complete routine and basic forms, letters, and reports; and use basic mathematical skills including ability to add, subtract, multiply, divide and to record, balance, and check results for accuracy.

Pocket Nurse® is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.
Information is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check).

Qualifications