Customer Care Representative

This is a 12 month Contract Assignment

Basic Function:

Provides “best in class” customer care support with an in office team by assisting customers with product selection, ordering, returns and answering technical questions using a consultative approach. Supports sales organization by providing product and sales support. Main contact for customer inquiries for pricing, scheduling, shipping information, follow up, technical assistance and making recommendations that are in the best interest of our customer and the customer’s patients. 

Responsibilities:

• Acts as a consultant to Össur’s customers and needs to be prepared and willing to assist with the following deliverables when necessary:
• Technical product knowledge
• Disease and injury indications
• Pricing
• Recommendations for other products and/or services offered by Össur.
• Provides a differentiated customer experience through excellent written and verbal communication according our Össur’s quality assurance standards.
• Processes same day as received all customer orders received by a variety of channels accurately. 
• Maintains assigned customer base and sales team fully informed on order, shipping, and backorder status.
• Makes outbound calls to existing customers to maintain relationships and protect revenue as directed.
• Verifies all product warranties and issues all authorizations for returns. Inputs information on respective database.
• Support selling organization efforts by offering recommendations of ancillary products. Inform customers of new product introductions, product enhancements, and available products suitable for replacement of competitor’s products.
• Maintains product and technical knowledge by actively participating in on-going training and development courses.
• Exercises good use of company funds and property within the set guidelines. Maintains an honest and professional attitude as the company’s representative at all times. 
• Maintains professional relationships with internal and external customers. Effectively interacts with manufacturing, distribution, accounting, and other departments as needed.
• Contributes to a safe working environment by maintaining own workspace and reporting any potential hazards.
• Utilizes Microsoft Office products (Windows, Word, Excel, and Access) and Navison in daily activities.
• Ability to prepare clear, concise, and grammatically correct correspondence.

Qualifications:

• Degree or two years of college coursework in business, medical terminology, or science desirable. High School graduate and 3-5 years’ experience as a customer service representative may be substituted for degree or college coursework. Inside sales/telemarketing experience highly desirable.
• French speaking highly desirable.
• Intermediate level proficiency on the usage of Microsoft Office Products.
• Basic knowledge of accounting terms and transactions.

Embla Medical is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available individual in every job.

Embla Medical’s equal opportunity policy prohibits all discrimination (based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical disability, mental disability, military service, pregnancy, child birth or related medical condition, actual or perceived sexual orientation, or any other consideration made unlawful by local laws around the world).

Embla Medical is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all individuals involved in the operations of Embla Medical and prohibits discrimination by any employee of Embla Medical, including supervisors and co-workers.

Important Warning: Beware of fraudulent recruiters impersonating our company. Please take extra caution when asked for any sensitive personal information, such as social security numbers or bank account details. We will never ask you for any form of payment during the recruitment process. Please make sure you refer to our official website.

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