1. Job Title

CUSTOMER SERVICE REPRESENTATIVE

2. Department

MEDICAL SALES

3. Reports to

CUSTOMER SERVICE MANAGER

4. FLSA Status

NON-EXEMPT

5. Job Summary

Provide best-in-class customer satisfaction and develop customer loyalty by timely processing and tracking of orders, responding to customer needs and complaints, and providing sales materials and information as requested.

6. Essential Duties and Functions

• Assure customer satisfaction by providing courteous, helpful, and efficient service.
• Enter and process orders, following orders to ensure timely shipment. Import EDI transactions and clear related errors.
• Coordinate with shipping and manufacturing for product/order status and share status with sales representatives and customers as needed.
• Analyze reports, track product usage, and provide cross-referencing.
• Receive and respond to customer complaints.
• Process customer credits and manual invoices.
• Send samples and sales literature to manufacturing representatives and customers.
• Input sales trace and rebate reports to facilitate the processing of commissions for sales representatives.
• Load and track GPO memberships. Create and print reports when necessary.
• Maintain necessary files, including rebate pricing data.
• Type correspondence as requested.
• Support Quality Policy, Quality System, and follow established procedures. Propose changes to existing procedures through the Customer Service Lead, understanding that changes cannot be implemented prior to formal approval in the Quality System.
• Follow safety rules to protect yourself, co-workers, equipment, and facilities. Report unsafe practices and conditions.
• Maintain a neat and orderly work area.
• Perform other duties as assigned by management.

7. Supervisory Responsibilities

• This position does not have supervisory responsibilities.

8. Competencies

• Critical thinking skills.
• Attention to detail.
• Problem solving.
• Conflict Management
• Ability to effectively communicate with all levels of management.
• Ability to maintain confidentiality

9. Behaviors

Savaria’s mission is to provide products to improve mobility and access in daily life, so it’s important that all associates embrace this and ensure that they keep our customers at the heart of everything they do, acting in the spirit of our Savaria values all the time:

• Safety – We are committed to protecting the health and well-being of customers, the public, and our people.
• Quality – We aspire to deliver quality products and services that are right the first time.
• Customer passion – What we do makes a difference, and we work with passion to do the best for our customers.
• Collaboration – We encourage collaboration to generate ideas and innovation and value clear and open communication to create strong teamwork.

Expertise – Our knowledge and experience have made us industry leaders, and we actively support continuous learning for future growth

10. Language Skills

N/A

11. Education, Experience & Training

• High school diploma or GED required; college work preferred.
• Minimum of 1 years related experience.

COMPUTER SKILLS:

• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook is required.

12. Work Environment/Physical Demands

• This position works in an environment with moderate noise levels.
• Individuals may sit or stand as needed. Position may require walking and/or climbing stairs periodically throughout the day, reaching above shoulder heights, below the waist, or lifting as required to file documents or store materials throughout the workday. This may include lifting up to 50 pounds, frequent lifting and carrying objects weighing 25 pounds, standing for extended periods of time, occasional bending, climbing, crouching, kneeling, overhead lifting, pushing/pulling, reaching, squatting, and twisting. Proper lifting techniques are required.
• This position requires exposure to the manufacturing areas and requires the use of personal protective equipment such as safety glasses with side shields and fully enclosed shoes (no open toe or heel) are required.

Note: 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.

13. Affirmative action/EEO Statement

Span America, a division of Savaria, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran or characteristic protected by applicable law.