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About the Role

Drive Medical is seeking a Customer Solutions Specialist to ensure an effortless customer experience by providing product information, placing orders, and finding solutions in a fast-paced phone environment. Employees can become cross-functional as they acquire knowledge across all areas of the department.

Responsibilities

• Resolve customer and sales rep inquiries, explain product features, provide quotes, process orders and returns, and assist with customer service needs in the US and Canada.
• Comply with quality guidelines for documenting complaints and responding to Post Market Surveillance requests.
• Handle inbound and outbound communication via phone professionally and courteously.
• Resolve customer inquiries and issues with accuracy and efficiency.
• Develop a thorough understanding of Drive products to offer accessories and substitute products.
• Enter and process orders received via phone with accuracy.
• Provide product availability and manage customer back-orders.
• Support the sales team with their daily service needs.
• Follow up as needed to ensure accuracy and an effortless customer experience.
• Provide over-the-phone assistance with product assembly and parts inquiries.
• Utilize systems and technology to handle high volumes of inquiries and become proficient in current and future systems.
• Achieve performance goals and established KPIs.
• Maintain a Scorecard of an A/B average to be considered for promotion.

Requirements

• 1-2 years’ experience in the position to be considered for promotion.
• Prior customer-facing experience preferred.
• Excellent communication and problem resolution skills.
• Excellent computer skills, including knowledge in Microsoft Systems.
• Quick learner, able to think on feet and find innovative solutions.
• Empathy, patience, and listening skills.
• Career-minded individual with ability to work flexible hours (generally M-F between 9AM-6PM EST).

Skills

• Product information
• Order placement
• Problem resolution
• Customer service
• SAP experience helpful
• Microsoft Systems

Location

• US
• Canada

Work Type

• Full-time
• 6-month assignment

Experience Level

• Entry Level

Education Level

• High school diploma or equivalent

Benefits

• This position is not eligible for benefits.

About the Company

• Drive Medical has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions.
• We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale.
• Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 100 countries around the world.
• Leading the World with Innovative Solutions that Enhance Lives

Equal Opportunity

• Drive Medical is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment.
• Drive Medical strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law.
• Drive Medical complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.