Customer Service Representative

Job Details

Job Location
:
Dia Medical Location - Farmington Hills, MI 48334

Dia Medical USA is a fast-growing medical equipment distributor looking to bring a Customer Service Representative onto our team in our Farmington Hills, MI office. At Dia Medical USA, our mission is to improve quality healthcare by acting as a turnkey solution for healthcare facilities and educational institutions, allowing clinicians and instructors to prioritize patient care. As one of the largest healthcare and education equipment providers in the country, we achieve our mission by simplifying the purchasing process and operating as a single source supplier of over 1,500 healthcare and instructional manufacturers.

The Customer Service Representative is responsible for providing professional, highly responsive service to our clients by building and maintaining relationships, responding to customers’ needs, supporting customers, and delivering exceptional customer care. This position collaborates with internal teams, customers, and others to help ensure Dia Medical provides expert customer service.

The focus of this role is on consistently producing accurate and high-quality detailed work based on established guidelines and standards. Helpful and supportive communication with others is based on knowledge of repetitive job routines and procedures gained from on-the-job experience. The job environment promotes steady, methodical work so routines can be completed on time and error-free.

• Provide professional, highly responsive service to our customers by building and maintaining relationships; respond to customers’ needs on product questions, availability and order status; and proactively anticipate problems for customers using daily reporting functions.
• Accountable for accurate and efficient order entry and management within the ERP system.
• Provide and maintain monthly administrative reports and individual contributor metrics.
• Collaborate with the service and sales team to ensure timely delivery of products or scheduling of service appointments.
• Set pick-up and delivery appointments with warehouses as necessary.
• Manages technical pre-and post-sales support calls from initial contact to issue resolution.
• Process and respond to customer inquiries, returns and warranties through Net Suite software.
• Enter accurate return transaction data, deductions, shipping, warranty info, fulfillment errors, etc.
• Communicate effectively with internal and external groups on high priority orders and customers.
• Monitor and respond to a high volume of designated customer service emails throughout the day.
• Prioritize tracking and appointment setting based on time constraints and customer priority needs.
• Provide Fed Ex labels for customer returns as necessary.
• Ensure that appropriate actions are taken to resolve customers’ problems and concerns.
• Participate in weekly departmental meetings as required.
• Inform management of complaint trends, problems, and/or feedback from customers.
• Maintain confidentiality of Dia Medical proprietary business and customer information.

• Cheerful in the face of challenges and able to always maintain a positive demeanor.
• Organized and prepared for each call with company and product information.
• Adaptable and able to handle each customer’s need and expected results.
• Good listener but questions appropriately to gather information necessary to satisfy the customer.
• Conducts a complete analysis of the situation to offer multiple solutions.

• Minimum Bachelor’s degree in Business or a related field and 3 years of related experience or equivalent of 3 years combination of education and experience.

• Previous customer service experience required; logistics experience preferred.
• Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent written and verbal communication skills with an emphasis on the flow of listening and understanding customer’s or vendor’s needs with asking appropriate questions, explaining in…