Customer Care Representative

JOB SUMMARY:                                         
The Customer Care Representative (CCR) provides a vital link between NDS customers, the external NDS sales force and the internal Operations, Engineering and Finance teams. The CCR will often be the first point of contact for all external parties who communicate with NDS directly via the phone, email or fax. There is likely to be a wide variety of questions from a diverse group that may include OEMs, Distributors, End-User customers and Technical personnel. It is imperative that the CCR posses exemplary Customer Service Skills, have a demonstrated ability to work independently, function effectively as a member of a team and have the ability to multi task and prioritize in a fast paced environment. The Customer Care Representative is the primary internal representative of the organization and must convey to the customer a sense of expertise in all NDS products offerings and services.

ESSENTIAL FUNCTIONS:

• Provides support for tier 1 and strategic customers as well as the field force.
• Build internal / external relationships through exceptional problem solving skills and consistent follow through.
• Will be responsible for assisting customers with pre and post sales support.
• Maintain constant communication with regards to delivery expectations and lead time changes.
• Coordinate the return of defective or warranty products and parts as necessary by issuing RMAs, credits and exchanges and provide finance with complete & accurate documentation.
• Process product loaners & advance replacements for customers.
• Answer in-coming calls from the customer service 800 hotline during business hours, and reply to phone messages left overnight when the phones are not staffed.
• Provide inside sales support to the field sales staff.
• Accurately document and update records in required systems; track daily service calls.
• Responsible for providing timely and accurate answers to our customer calls and emails regarding products and services. These contacts include, but are not limited to:
• Product inquiries
• Status of orders, returns and shipments
• Return Authorization for repairs and replacements
• Requests for product documentation and information

POSITION REQUIREMENTS:

• Superb follow-through skills and relationship management required.
• Must have strong interpersonal and organizational skills. Excellent listening, oral and written communication skills.
• Demonstrated ability to provide excellent customer service to all customers and levels.
• Well organized with the ability to multi-task and prioritize workload while meeting deadlines and goals.
• An excellent team player – highly effective in working with others but also capable of working independently as necessary.
• Ability to sit for extended periods of time with scheduled shifts and breaks/lunches.
• Able to integrate and apply feedback in a professional manner.

EDUCATION/EXPERIENCE:

• Bachelor’s Degree preferred.
• Minimum of 3-5 years customer service experience (medical device industry preferred).

ADDITIONAL SKILLS AND KNOWLEDGE:

• Experience with ERP systems (specifically Microsoft Great Plains).
• Proficient in Microsoft Word, Excel, & Outlook.
• Professional telephone manner.

For consideration, please send your resume to careers@ndssi.com