What are the responsibilities and job description for the Customer Experience Specialist I position at Altimate Medical Inc?
At AltimateMedical, we improve quality of life for the individuals and clinicians who rely on our products every day. AltimateMedical designs and manufacture differentiated medical equipment across multiple sectors of the healthcare industry. Over the years, we have expanded our portfolio through both innovation and strategic growth, including the addition of respected healthcare brands through MedicalPositioning, ActiveAid, Therafin, and Leggero.
As a Granite Partners company, we believe in sharing success and investing in our people. We offer meaningful career growth opportunities, a collaborative and values-driven culture, and the chance to make a direct impact on the lives of those who depend on our products every day.
Our innovative, dynamic, and collaborative culture drives us to develop and deliver high-quality solutions that make a meaningful difference in people's lives.
Do you love solving problems and making someone’s day better? Our customers aren’t just placing orders. They’re therapists, clinicians, dealers, and families working to help someone stand, sit, move, and live more independently.
As a Customer Experience Specialist I, you’ll be the friendly, knowledgeable voice that gets them the right equipment, the right answers, and the right support, right when it matters.
What You’ll Do
- Respond to customer calls, emails, chats, and web quote requests promptly and professionally.
- Help sales representatives, dealers, therapists, and end-users with order status, product information, pricing, quotes, and account questions.
- Research and resolve customer issues and walk customers through basic product troubleshooting and proper use.
- Create accurate quotes and sales orders, including freight pricing, ship-to details, and special handling instructions.
- Set up and maintain customer accounts with correct discounts, terms, and notes.
- Keep customers informed on product availability, fulfillment, and shipping.
- Generate return material authorizations (RMAs) and process warranty requests.
- Log customer complaints and feedback and immediately escalate any possible medical incident to our Quality team.
- Spot trends in customer interactions and share ideas to improve our service, quality, and products.
- Follow established procedures and route more complex questions to the right team members.