at Medela LLC in McHenry, Illinois, United States
Job Description
CUSTOMER EXCELLENCE SPECIALIST, Professional Care (Retailers, Distributers, Hospitals)
Onsite, Monday Friday, 8:30 a.m. 5:00 p.m.
Before you apply, please learn about us and what we do.
Are we right for you? Are you right for us?
Please go to https://www.medela.com/company/medelacares to learn about us.
Medela is seeking a Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals)
- You have a passion for customer service and communication, especially with high-volume clients.
- You bring experience in maintaining customer records, managing orders, and ensuring compliance with service requirements.
- Your customer-centric approach helps you understand and address the full scope of any situation.
- You excel in fast-paced environments and have a keen attention to detail.
- You possess strong skills in ERP, CRM and phone systems.
- You have experience working in a call center environment.
- You seek a company that values both its customers and employees.
This position requires an on-site presence in McHenry, IL, with the opportunity to move to a hybrid schedule once fully trained.
What We Offer our Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals)
- Comprehensive benefits plan, which is affordable to our employees
- 401K with match
- Pension Plan
- 16-week Paid Parental Leave
- Generous PTO package, plus 14 paid holidays
- A great place to work!
Education/Experience Requirements Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals)
- Minimum one year experience as a Customer Service Representative preferred but not required; measured by metrics desired
- Strong multi-tasking and computer skills to navigate multiple systems
- Ability to cope with a fast-paced environment
- Ability to resolve issues using problem solving logic and troubleshooting skills
- Flexible and team oriented
- Excellent verbal and written communication skills
- Ability to manage multiple conflicting priorities
- Experience working in an environment with global objectives
- Must be able to read, understand and communicate in English
Essential Job Responsibilities for the Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals)
- Accurately collect and enter detailed account order placement
- Support order logistic and follow up management; including order status and tracking. Professionally resolve issues by phone in accordance with company policies and procedures
- Actively participate in continuous improvement to systems, identifying opportunities to enhance the quality of service and customer interactions
- Professionally interact and engage with patients and clinicals to ensure proper product resolution
- Promptly, responsibly, and accurately handle phone calls per the departmental protocol while considering the best interests of Medela and our customers
- Conduct detailed product resolution specific to warranty guidelines
- As part of continuous quality improvement, document customer interaction and report suggestions and complaints including any instance of injury
- Collect and maintain customer records...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
