Customer Service Representative

at Natus Medical in Schaumburg, Illinois, United States

Job Description

POSITION: Customer Service Representative
Location: Remote

SUMMARY:
The Customer Service Representative is responsible for building and maintaining a positive and consistent customer experience with Natus. As the primary and daily face of the business, this role is to service, support and communicate with direct customers, distributors, and key stakeholders within the organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Stay up to date and follow all quality system procedures related to this job, which can affect the quality of services provided to our customers.
Maintain a comprehensive understanding of our products/services, including updates and changes.
Enter sales orders received via phone or email from customers or sales team members.
Process returns material authorization (RMA), corrective action reports and processes credit memos.
Maintain and update existing customer information in the CRM system.
Revise orders and customer information received by EDI as well as GHX.
Receive and process requests for price quotations, purchase orders, order changes, adjustments, and cancellations from direct customers, distributors, and key partners.
Work closely with the sales team to follow up with customer requests.
Qualify leads and service opportunities and follows through or communicates all valid leads to appropriate team members.
Ability to answer high volume calls promptly and professionally and understand the client's needs and provide them with a solution or direct them to the correct department.
Handle customer inquiries regarding status of orders, information on products and answer questions regarding sales as well as service capabilities.
Escalate complex or unresolved problems to appropriate teams or supervisors as needed.
Collaborate with the customer support team and other departments to address recurring issues and improve overall customer satisfaction.
Travel Required
*No travel required.
Supervisory Responsibilities
This position does not have any direct or indirect reports.
QUALIFICATION REQUIREMENTS:
Education and/or Experience
*Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
*Minimum of 2 years of Customer Service experience with phone experience preferred.
*Working experience with ERP, CRM, and Salesforce preferred.
*Proficiency in MS Office tools - Outlook, Word, and Excel preferred.
*Excellent verbal and written communication, organizational and interpersonal skills.
*Ability to work within a fast-paced environment, multiple concurrent projects, and able to prioritize assigned projects.
*Capable of working in both an independent and collaborative work environment.
*Initiative, attention to detail, customer focus, and commitment to ongoing process improvement.
*Ability to develop and maintain excellent working relationships across the Company and with our customers.
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Other duties
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any given time, with or without notice.
Pay Transparency
Actual compensation offered may vary depending on skill level, experience, and/or education. Natus offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k employer contributions, paid time off, and much more.
Affirmative Action/EEO statement
Natus is an equal employment opportunity employer.The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Natus also prohibits harassment of applicants based on any of these protected categories. It is also Natus' policy to comply with all applicable federal, state, and local laws respecting consideration of unemployment status in making hiring decisions.
Natus is committed to recruiting, hiring, and promoting people with disabilities and veterans. Applicants with disabilities may contact Natus directly via phone to request and arrange for accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.