Top Talent helps us to improve lives around the world.
Laborie Medical Technologies is currently searching for a Customer Service Representative to join our team in Williston, VT. If you have a passion for excellence and would like to help us improve lives around the world, please read on to learn more about our Company and the work we do.
Who are we?
LABORIE is an industry-leading innovator, manufacturer and supplier of medical technologies and devices, with headquarters in the United States, Canada and the Netherlands. We enjoy a strong diversity of talent with 650 global employees. We have grown significantly over the past several years and continue to invest in new technologies, companies and regions.
LABORIE takes great pride in supporting doctors, nurses, hospitals, clinics, academic institutions and patients with treatment and diagnostic innovations. We are focused on educating healthcare providers and their patients on the latest solutions in Urological and Gastrointestinal health.
Reporting to the Customer Service Manager, the Customer Service Representative will serve as a liaison for all matters pertaining to LABORIE products, including: order processing, answering product questions, providing updates on orders and assisting with complaints, orders, errors, account questions, product returns and other customer queries.
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Manage incoming calls and customer inquiries.
Identify and provide accurate part number and cost information for disposable/equipment items.
Review/edit capital equipment and disposable orders from customers and sales representatives, received via fax, phone or e-mail to ensure customer receives accurate pricing and product(s).
Accurately and promptly enter capital equipment and disposable orders into our ERP system for processing.
Distribute processed orders to appropriate personnel (production, warehouse, clinical consultants, course coordinator and/or technical coordinator).
Resolve customer complaints, assessing customer needs to provide appropriate solutions to achieve customer satisfaction and following up to ensure resolution.
Process product returns when necessary.
Retain appropriate records of customer complaints following company procedures.
Direct advanced product questions to the appropriate personnel for identification and following up (if required) with customers to ensure question is answered and appropriate product/service is obtained.
Provide tracking information, when requested, for disposable and equipment orders.
Provide information on back orders and updating customers when product is received.
Perform additional add-on tasks as requested by manager.
Highly developed sense of integrity and commitment to customer satisfaction.
Ability to communicate clearly and professionally, both verbally and in writing.
Ability to handle complaints and unpleasant customers in a professional manner.
Pleasant, patient and friendly attitude.
Strong decision making and analytical abilities.
Accurate and detail oriented.
Willingness to work occasional overtime when needed.
Possess a strong work ethic and team player mentality.
Efficient computer skills: Basic Microsoft Office, Internet navigation, e-mail composition, typing skills and ability to learn order processing software.
At least 1-2 years of college preferred or 2+ years of experience in a customer service or help desk capacity required.
Culture and Growth
LABORIE is focused on creating new and exciting career opportunities and professional challenges for existing and prospective employees. In addition to working with great people, we promote a supportive work culture and offer competitive compensation, comprehensive benefits programs, as well as many opportunities for career advancement.
At LABORIE, we take the long view of success. We are privately owned by Patricia Industries, a part of Swedish-based InvestorAB owned by the Wallenberg Family. Our owners value sustainable and profitable growth.
Equal Opportunity Employer
LABORIE is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person’s race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law.
LABORIE is committed to providing access and reasonable accommodation in our services, activities, education and employment for individuals with disabilities.