Customer Success Rep

 

• Business Unit: Draeger, Inc., Job-ID: 1028
•  
• Location: Telford
• Function: Sales
• Work Location: Remote
• Employment Type: Permanent

 

 

The Job Responsibilities

We’re hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life”.

 

This position is fully remote-Monday-Friday 9:30am-6:00pm EST.

The Customer Success Rep will identify and assess the needs of customers who call the Customer Success Center, asking probing questions as needed.

 

Duties of the role:

 

• Supply product, pricing and availability information to the customer; enter orders into SAP or Tangro; and check status of orders.
• Provide order confirmations with close attention to accuracy and detail, including input of correct data in SAP to ensure automatic order confirmation.
• Determine if a call should be escalated; complete service tickets for all escalated calls.
• Using in-depth SAP skills, accesses, processes & records information for managing complex transactions.
• Resolve customer complaints, conducting research to determine an appropriate solution.
• Follow up with customer on a timely basis to ensure effective resolution of the complaint.
• Follow policies, procedures and guidelines to drive Customer Satisfaction and to ensure compliance with company objectives.
• Coordinate closely with Credit and Collections to determine credit status of the customer and facilitate order releases as appropriate.
• Issue order credits and debits as needed.
• Process and prepare quotation requests from both Sales and customers using customer specific pricing and or marketing promotions.
• Follow and adhere to the DOA, set policies and quoting procedures.
• Ensure proper prioritization of orders, providing high priority service for problem solving and other urgent calls.
• Coordinate with Order Fulfillment for resolution of out of stock items.

 

As applicable:

 

• Monitor the EDI orders and ensure they have been received in our system.
• Verify the pricing, customer information and unit of measure. 
• Contact customer of any discrepancies.
• Maintain current tables of exceptions to the EDI rules, to ensure manual processing of those orders thus eliminating errors. Clean up data as needed.
• Continuing education on the EDI system and any changes that take place.
• Assist customers with on-boarding, questions or concerns with their orders in regards to the system.
• Work closely with the Sales Coordinator/EDI Specialist on issues and concerns regarding the EDI system. 
• Retrieve, process and complete necessary steps for ECAT / Government procurement platforms parts / consumable orders or be proxy to EDI and ECAT / Government procurement platforms order processing.
• Provide information requested by Distributors: part number, price, unit of measure, country of origin etc.
• Act as a consultant to assist customers in purchasing decisions related to products and which are best suited for certain applications.
• Configure equipment orders to specification as submitted on customer purchase orders.
• Process incoming FOA/ Warranty, Service and Unused requests from customers.
• Manage Service inquires starting with receipt of equipment through invoice generation.
• Prepare COC, Certificate of Calibration, documents as required.
• Performs other duties as needed and assigned. 

Your Qualifications

Education:

High school diploma required or equivalent combination of education and work experience.

 

Related Experience:

 

• Minimum five (5) years customer service experience required; call center experience preferred
• Must be adept at using a computer and specialized software
• MS Word and Excel experience required
• SAP experience preferred

 

Special Competencies or Certifications:

 

• Must have excellent customer service skills & demeanor
• Strong verbal communication skills required
• Ability to process information and make corresponding decisions is requiredExperience with or ability to master a wide range of processes and interaction with other departments

 

The targeted pay range for this po