Customer Experience Representative

Company Description

Founded in 1993 in California, USA, Amsino International, Inc. is a global leader in developing and manufacturing medical devices that enhance healthcare safety and efficiency. The company's diverse product portfolio includes Sterile Water and Saline, IV Therapy, Waste Fluid Management, Respiratory, Urology, and Enteral Feeding solutions. Distributed across the United States and over 80 countries, Amsino is committed to advancing patient care worldwide. Learn more about our innovative solutions at www.amsino.com.

Role Description

This is a full-time, on-site role for a Customer Experience Representative located in Aurora, IL. Responsible for all incoming customer inquiries, including but not limited to customer orders, order tracking and management, and return goods authorizations in HubSpot. Process all inbound orders within 24 business hours, manage and track all order-related tickets in HubSpot to ensure timely and accurate resolution, and deliver excellent customer experience through efficient order processing, clear communication, and effective coordination with cross-functional teams. The Customer Experience team works in a fast-paced, team-oriented environment that works closely with the internal departments in support of field sales efforts.

Summary of Essential Job Functions

• Process all inbound orders, including verifying pricing, minimum order requirements, freight terms, necessary approvals, and customer pharmaceutical/business licenses. Communicate additional charges, backorders, and product alternatives when applicable, and coordinate with sales representatives as needed.
• Work in HubSpot to track and close tickets, ensuring all cases are updated daily and resolved within specified timelines.
• Maintain a general working knowledge and understanding of the Amsino product portfolio to effectively address customer inquiries
• Deliver a high-quality customer experience across order entry, product inquiries, basic system troubleshooting, and finance .
• Work closely with Sales to communicate customer issues, order details, and confirmations.
• Partner with Sales and Warehouse Operations to ensure orders are fulfilled accurately and on time.
• Balance company policy with customer needs to ensure fair, effective decision-making.
• Respond to customer inquiries regarding products, order status, and general service needs.
• Follow all Amsino Quality Management System policies, work instructions, and regulatory requirements.
• Resolve customer issues or escalate to management when necessary to ensure satisfaction.
• Perform additional related duties as assigned.

Qualifications

 Four-year degree in Business, Marketing, Communications, or related field preferred, a high school diploma or equivalent required. Minimum of three years of experience in the customer support, marketing and/or sales disciplines.

·        Experience in medical devices or medical products required with business related experience.

·   Well-developed customer care focus, understanding the importance of customer satisfaction and patient safety.

·        Excellent, professional written and oral communication skills.

·        Outstanding interpersonal communications skills, particularly proficient telephone etiquette.

·        Self-motivated with a strong sense of ownership in areas of responsibility.

·        Well-organized with good analytical and time management skills.

·        Able to react to situations with a "Sense of Urgency". 

·        Familiarity with CRM and ERP systems, preferably Microsoft Business Central and Hubspot.

·        Computer proficient, including intermediate level understanding of Microsoft Word, Excel and PowerPoint.

·        Preferably proficient with EDI order processing and international shipments 

·        Must perform well under pressure while maintaining attention to detail, meeting deadlines, and ·        Four-year degree in Business, Marketing, Communications, or related field preferred, a high school diploma or equivalent required. Minimum of three years of experience in the customer support, marketing and/or sales disciplines.

·        Experience in medical devices or medical products required with business related experience.

·        Well-developed customer care focus, understanding the importance of customer satisfaction and patient safety.

·        Excellent, professional written and oral communication skills.

·        Outstanding interpersonal communications skills, particularly proficient telephone etiquette.

·        Self-motivated with a strong sense of ownership in areas of responsibility.

·        Well-organized with good analytical and time management skills.

·        Able to react to situations with a "Sense of Urgency". 

·        Familiarity with CRM and ERP systems, preferably Microsoft Business Central and Hubspot.

·        Computer proficient, including intermediate level understanding of Microsoft Word, Excel and PowerPoint.

·        Preferably proficient with EDI order processing and international shipments 

·        Must perform well under pressure while maintaining attention to detail, meeting deadlines, and multitasking without sacrificing accuracy.

·        Excellent problem-solving skills and professional phone communication.

·        Consistent and reliable attendance and punctuality.

·        Flexibility to adjust schedule and work occasional overtime as needed.

·        Strong work ethic with a collaborative, team-oriented mentality..

·        Excellent problem-solving skills and professional phone communication.

·        Consistent and reliable attendance and punctuality.

·        Flexibility to adjust schedule and work occasional overtime as needed.

·        Strong work ethic with a collaborative, team-oriented mentality.