Supply Kit Representative (Customer Service)

As a leading manufacturer and distributor of medical supplies and equipment for healthcare simulation and education, Pocket Nurse provides solutions and services that create hands-on learning experiences for the next generation of healthcare professionals. Our small business philosophy is, “Use your best judgement every day.” Not only do we give team members the guidance and tools to succeed, we give them autonomy to do their best for the company to succeed. This privately held company has been in business since 1992 and is experiencing strong growth year after year.

The Supply Kit Representative is responsible for building and maintaining customer relationships by handling all aspects of the simulation supply kit order process from the initial contact to order fulfillment. This position is accountable for ensuring customer satisfaction through timely execution of daily job assignments and exceptional communication with customers.

Key Responsibilities and other duties as assigned:

• Provides accurate and efficient order entry and order management within the ERP system.
• Places inbound/outbound calls and emails to current and prospective customers to try to close outstanding quotations.  
• Offers additional products/services by recognizing opportunities to up-sell accounts.
• Responds to customer needs on product information including pricing, availability, substitutions, and restrictions.   
• Tracks and monitors order status and coordinates with the Supply Chain, Distribution Center, and Purchasing teams to provide accurate lead times and meet promised delivery timeframes. Proactively communicates changes that may affect order delivery process.
• Prices and submits formal quote/bid requests on custom simulation supply kit proposals while adhering to the defined pricing on a per order/quote basis while remaining within company-approved tolerances.
• Utilizes Google Docs to enter key information regarding custom simulation supply kit quotes and orders.
• Utilizes the student health simulation supply kit website to track and monitor student payments.
• Maintains excellent onsite attendance and punctuality.  
• Maintains confidentiality of Pocket Nurse proprietary business and customer information. 

Supervisory Responsibilities:

• This position has no supervisory responsibilities.

Education:

• Minimum Associate's degree in Business or a related field and 2 years of related experience or equivalent of 4 years combination of education and experience.

Skills and Experience:

• Self-starter; able to effectively manage multiple priorities and adapt to change within a fast paced working environment.
• Quality driven individual with attention to detail.
• Proactive and responsive with strong follow-through skills. 
• Must possess and be able to demonstrate strong influencing and closing skills.
• Strong keying skills including speed and accuracy.
• Strong organizational and planning skills. 
• Proficient math skills focusing on calculating profitability with costs and selling price points.
• Excellent written and verbal communication skills with an emphasis on the flow of listening and understanding customer’s needs with asking appropriate questions, explaining in easy to understand terms with a high focus on looking for ways to help the customer.
• Profici