The Customer Service I position will be hired as temp to perm with a 90-day trial period. Summary of Position: Maintaining total customer focus while employing Vapotherm's Guiding Principles, a Customer Service Representative is responsible for coordinating all customer transactions as well as following up with departments to finalize these transactions. This requires direct communication with external customers and internal departments to provide timely and accurate fulfillment of customer requirements while operating within company Quality Systems and in compliance with Regulatory guidelines.
Primary Responsibilities: - Problem solves customer issues including using their own discretion to meet our customer needs in a timely and professional manner
- Enter all related data in business systems and maintain these records throughout the entire process.
- Initiates set-up of new customers as necessary
- Submits new account forms to Customer Data for set-ups, as required.
- Processes orders, returns and requests by phone, fax and email for service and respond to the customer in a timely manner (Same day)
- Maintains communication with customers throughout the order process from initial contact through billing and (if applicable) return of unit
- Monitors for delays in process, coordinate with in-house resources to remove issue and communicate with customer
- Provides support for authorized shipments of gratis supplies when requested from the Field Team
- Responsible for device demo and evaluation product shipments and tracking of devices and all related documentation
- Provides support as required by the Technical Service Department when requested
- Executes commercial operations of Marketing/Sales and Legal programs
- Performs all work as directed in compliance with Vapotherm's Quality Systems and Regulatory guidelines
- Provides live telephone support for Reception coverage as requested
Position Requirements - Education, Knowledge, Years of Experience, etc.: - Excellent verbal and written skills required along with the ability to work well cross functionally with all levels of customers and internal departments
- Detail oriented, flexible, pro-active, highly motivated, team player, driven to achieve exemplary customer satisfaction
- Desire to learn and develop a thorough understanding of the business structure as a basis to enable sound judgment in prioritizing work product and in communications with customers
- Associates degree or equivalent with three years of demonstrated effective customer service experience in a commercial business environment, manufacturing preferred
- Experience in an ERP system and MS Office applications is preferred
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.