Customer Service Rep

Position Overview:

The Customer Service Representative supports government customers by managing electronic orders, responding to inquiries, and ensuring timely and accurate order fulfillment. This role requires strong written communication skills, attention to detail, and the ability to multitask in a fast-paced environment. The ideal candidate is customer-focused, organized, and able to remain calm under pressure while collaborating with a small, team-oriented group.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Handle incoming customer calls for product support
• Monitor Electronic Orders for Special Instructions and flag orders accordingly
• Managed aged WIP
• Manage Receiver/L&D WIP
• Promptly identify, analyze and resolve service issues.
• Handle customer inquiries expeditiously with regard to new order/repair/remake status, anticipated delivery dates, warranty details, product options and specifications and place all notes in business and client databases.
• Track and follow up on “must ship” orders on behalf of customer
• Work cooperatively with other team members to ensure quality customer service
• Fill supply orders (for customers and outside reps)
• Manage daily PO list to handle duplications, cancellations, L&D claims
• Follow company processes for customer complaint resolution
• Educate Customer on product features/software/accessories     
• Remain current on programming software. 
• Ability to knowledgeably discuss our products/features with customers 
• Ability to guide our customers through basic software walkthrough
• Ability to guide our customers through basic troubleshooting steps

Competencies (Knowledge and Skills needed for this position.)

• Must demonstrate the ability to use time efficiently, prioritize work activities, and complete work in a timely manner.
• Actively participate in all regularly scheduled conference calls and meetings.
• Perform special projects /other tasks as needed.
• Be prompt and ready to begin work at your assigned start time
• Answer incoming calls/emails  promptly and courteously
• Enter a summary of each call in customer database
• Develop and maintain an organized work area
• Take personal initiative for technical and professional development
• Must demonstrate the ability to use time efficiently, prioritize work activities, and complete work in a timely manner.
• Actively participate in all regularly scheduled conference calls and meetings.
• Perform special projects /other tasks as needed.
• Be prompt and ready to begin work at your assigned start time
• Answer incoming calls/emails  promptly and courteously
• Enter a summary of each call in customer database
• Develop and maintain an organized work area
• Take personal initiative for technical and professional development

Desired Qualifications

Required Education:

High school diploma required.  Industry experience required.

Preferred Education:

Post-secondary education is preferred.
 

Experience:

• Two to three years’ experience in customer service, sales or account management.
• Individual should have intermediate level computer skills.
• Ability to become proficient with Business and Client Management software platforms used internally.
• Ability to become proficient with programming software
• Proficiency with Outlook and Excel

Travel:  No
Other Information

Direct reports: N/A

Indirect reports: N/A
 

Physical Demands: Sitting, Standing, Typing
 

Position Type and Expected Hours of Work:  Monday – Friday standard business hours between 9:30 AM to 6:00 PM
Working Environment: Hybrid, Combination of Office and Remote Work. You will be onsite Tuesday through Thursday at the Shakopee, MN office,  with the option to work remotely Monday and Friday.

Please note 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 job. Duties, responsibilities and activities may change at any time with or without notice.

Candidates must be able to reliably work on-site three days per week as outlined above.

About Us

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaborati