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About the Role

As an Order Management and Returns Specialist, you will ensure a smooth and satisfying subscription experience for customers. This role requires strong critical thinking, independent decision-making, and a proactive mindset to navigate complex challenges. You will own subscription data entry, returns, credits, and service activations/deactivations, continuously seeking process improvements and innovative solutions to elevate customer satisfaction. As a subject matter expert, you will collaborate across teams and with external partners to resolve sophisticated customer issues and streamline operations.

Responsibilities

Provide expert guidance on contracts and subscriptions, including orders, credits, renewals, amendments, billing, and service delivery.
Independently resolve customer inquiries with a focus on satisfaction and efficiency.
Communicate solutions clearly and effectively using a customer-first approach.
Troubleshoot and resolve billing discrepancies, service disruptions, and account access issues.
Demonstrate autonomy in problem-solving, escalating only the most complex cases.
Apply advanced critical thinking to deliver timely and effective resolutions.
Collect and analyze customer data to proactively identify needs and prevent recurring issues.
Educate customers on self-service options to enhance their experience.
Manage daily operations for RMAs and subscription transactions with precision and speed.
Accurately document all support interactions in Salesforce.
Provide actionable insights and updates to leadership and stakeholders.
Monitor and report on trends to support continuous improvement and decision-making.
Collaborate with internal teams, developers, and external partners to improve processes.
Identify service delivery gaps and lead initiatives to close them.
Drive enhancements that elevate customer satisfaction and operational performance.
Offer strategic feedback on tools, workflows, and procedures.
Lead efforts to identify inefficiencies and implement innovative solutions.
Support a culture of learning and growth within the team.
Respond effectively to changing business needs and customer demands.
Maintain a positive, proactive, and customer-centric attitude.
Take initiative to address emerging challenges and opportunities.
Consistently meet or exceed KPIs for customer satisfaction, response time, resolution rate, and accuracy.
Demonstrate accountability and commitment to high performance standards.
Contribute to a results-driven and collaborative team environment.

Requirements

Minimum 2 years’ experience in customer service or help desk roles.
Proven ability to deliver quality service and independently manage complex tasks.
Exceptional written and verbal communication skills.
Demonstrated ability to work proactively, independently, and manage time effectively.
Innovative thinker with a track record of developing independent solutions to diverse challenges.
Strong customer focus and service-oriented mindset.
Flexibility to work varied shifts, including evenings, weekends, and overtime as needed. Shift can be assigned any time between 8AM and 8PM EST.
Superior multi-tasking skills and attention to detail.
Advanced critical thinking, problem-solving, and prioritization abilities, with a commitment to independent ownership of responsibilities.

Skills

Microsoft Office
Salesforce
QAD
Outlook
TEAMS
Zoom

Location

Hybrid

Work Type

Hybrid

Experience Level

Minimum 2 years’ experience

Education Level

Four-year college degree preferred

Salary/Compensations

$51,750-$55,000
eligible 7% annual bonus

Benefits

Generous PTO & Holidays
Hybrid and Compressed Work Week (for operations-based roles only)
Comprehensive Medical, Dental, and Vision
HSA & FSA Account Options, with employer HSA contribution
401k with Employer Match & Profit Sharing
Tuition Reimbursement
Wellness Reimbursement Program
Professional Development Opportunities
Pet Insurance
Subsidized Cafeteria in NY based office

About the Company

Laerdal Medical is committed to providing equal employment opportunities to all applicants and employees.

Equal Opportunity

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.