Customer Service Specialist

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 

AirLife is hiring Customer Care Specialists in El Paso, Texas! The Customer Care Specialist will provide excellent customer service and sales support. This role will be responsible for managing orders and performing a variety of departmental functions related to sales and customer service. 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. There are also opportunities for overtime and weekend work if that is desired.

POSITION QUALIFICATIONS 

Knowledge: 

• Working knowledge of ERP systems preferred ie. Great Plains, Oracle, JD Edwards or SAP.
• Working knowledge of Microsoft Outlook, Teams, SharePoint and other Microsoft tools.
• Working knowledge of tracking package through provider websites like UPS and FEDEX.
• Understanding of sales support and distribution support.

Skills and Abilities:

• Two years of experience in a customer service position is required.  
• Ability to work in a fast-paced environment and ability to acheive a high output.
• Demonstrated excellent written and verbal business communication skills.
• Ability to manage multiple projects/systems simultaneously.

Level of Experience:  

Minimum 2 years’ experience in a customer service position servicing business to business customers. Experience working with a manufacturer required. Experience in the medical devices manufacturing industry is preferred. 

Level of Education:  

Minimum requirement is some college experience. Associate degree preferred. 

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. 

• Responsible for the following:
  • Order Entry and EDI transactions for direct customers and distributors.
  • Call handling: Order placement, order status, order tracking, and general information.
  • Email: Order placement, order status, order tracking, and general information.
• Process All Customer Complaints within 48 hours of receipt.
• Sales Support to include order status updates and general inquiries.
• Meet or exceed required customer service metrics.
• Other duties as required: Support with returns, customer analysis, problem resolution, and others.

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.