Customer Care Specialist

AirLife is looking to add 3 W2 temporary employees in El Paso, Texas. Contracts will be 6 months long, and if you exceed performance expectations, there is a possibility to convert to a full-time employee.

COMPANY SUMMARY  

At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us! 

POSITION SUMMARY 

The Customer Service Representative at AirLife is primarily responsible and accountable for the rapid, accurate, and well-communicated management of customer orders received from AirLife’s Distribution Channel, while providing partnered “yes I will get it done” support to Customers and our Sales, Finance, and Supply Chain Teams. Watch this brief YouTube video to understand how our team operates. This role delivers exceptional customer service, coordinates sales-related activities, and manages order entry and lifecycle support within our Salespad/Dynamics Great Plains ERP system. This position is fully onsite with the possibility to gain one day a week from home dependent on successful completion of training and high performance. Our team consistently works 40 hours a week from Monday-Friday with an 8-5 schedule.

POSITION QUALIFICATIONS 

Knowledge: 

• Working knowledge of ERP systems required (e.g., Great Plains, Oracle, JD Edwards, or SAP; see https://en.wikipedia.org/wiki/Enterprise_resource_planning)
• Working knowledge of Microsoft Outlook, Teams, SharePoint and other Microsoft tools. 
• Familiarity with tracking packages via provider websites (e.g., UPS, FedEx).

Skills and Abilities:

• Successful working experience in a customer service role required.
• Ability to thrive in a fast-paced environment with high output.
• Excellent written and verbal business communication skills.
• Capable of managing multiple projects/systems simultaneously.
• Understanding of and experience in a customer service position serving business-to-business customers. Experience with a manufacturer required; medical device manufacturing industry preferred but not required.
• Bilingual written and spoken is a plus.

Level of Education:  

High School Graduate. A College or Trade School Diploma is a plus but not required. 

Travel:  

Less than 10%, as the business needs. There may be an occasional requirement for overnight travel for training or customer visits. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

The core tasks, duties, and responsibilities that must be performed on the job. 

• Accountable for rapid, accurate, and well-communicated management of customer orders from AirLife’s Distribution Channel, including:
• Order entry and EDI transactions for direct OEM customers and distributors.
• Order lifecycle support within an ERP system.
• Call and email handling: order placement, status updates, tracking, and general inquiries.
• Provide partnered “yes I will get it done” support to Customers, Sales, Finance, and Supply Chain Teams.
• Process all customer inquiries within 24 hours of receipt.
• Deliver sales support, including order status updates and general inquiries.
• Exceed customer service metrics minimums.
• Other duties as needed: assist with returns, billing and invoicing inquiries, customer analysis, rapid support of a field sales business needs and problem resolution.
• Constantly seeking better, faster and more efficient continuous improvement opportunities.

OTHER RESPONSIBILITIES 

• Focus on achieving our Company mission.
• Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety. 
• Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
• Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
• Contribute to building and maintaining a positive team environment.
• Assure all policies and guidelines are implemented and followed.

QUALITY POLICY 

At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements. 

DEIA STATEMENT 

At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.