Customer Solutions Specialist Canada

Who is Drive Medical.. Drive Medical has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail, and e-commerce channels in more than 100 countries around the world. “Leading the World with Innovative Solutions that Enhance Lives” This is a vacant position Summary (Major Purpose of the Role): Drive Medical is a place where employees and management exist to enhance the quality of life of the people we touch. Customer Solutions Specialist and Customer Solutions Specialist, Canada is responsible for ensuring effortless experience to our customers in a fast-paced phone environment, by providing product information, placing orders, and finding solutions. As employees acquire knowledge across all areas of the department, they can become cross-functional to fit business needs. Main Activities/Responsibilities: * Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns, and assist with all their customer service needs in US and Canada. * Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner. * Handle inbound and outbound communication via phone in a helpful, professional, and courteous manner. * Resolve all customer related inquiries and issues with extreme accuracy and efficiency. * Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc. * Enter and process orders received via phone, with accuracy. * Provide product availability and manage customer back-orders, as needed. * Support the sales team by aiding them with their daily service needs. * Follow up as needed to ensure accuracy and effortless customer experience. * Provide over the phone assistance with product assembly and parts inquiries * Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems. * Bilingual in French and English to help service our customers and our Sales Team (Canada only). * Achieve performance goals on a consistent basis and established KPIs. * 1-2 years’ experience in the position to be considered for promotion. Competencies: * Customer Focused * Prior customer-facing experience preferred * Excellent communication and problem resolution skills * Excellent computer skills, including knowledge in Microsoft Systems, SAP experience helpful * Quick learner, able to think on feet and find innovative solutions * Empathy, patience, listening skills * Career minded individual with ability to work flexible hours (generally M-F between 9AM-6PM EST) * Maintain a Scorecard of an A/B average to be considered for promotion Reporting Relationships and Supervision: * The position will report to the Customer Solutions Supervisor/Manager. Education and Experience: * High school diploma or equivalent * Experience in Customer Service preferred Why Apply to Drive Medical… Competitive Benefits, Paid Time Off, 401(k) Savings Plan Drive Medical is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. Drive Medical strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law. Drive Medical complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

The Customer Solutions Specialist is responsible for providing an effortless experience to customers by managing inquiries, processing orders, and offering product solutions via phone. They must maintain high accuracy in documentation, support the sales team, and achieve established performance KPIs.

Candidates should have a high school diploma or equivalent and 1-2 years of customer service experience. Proficiency in English and French is required, along with strong computer skills and the ability to work in a fast-paced environment.

• Competitive Benefits • Paid Time Off • 401(k) Savings Plan

• Service à la clientèleSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Communication
• Problem Resolution
• Microsoft Systems
• SAP
• Bilingual
• Order Processing
• Product Knowledge
• Phone Support
• Data Entry
• Time Management
• Attention To Detail
• Empathy
• Listening Skills
• KPI Management
• Medical History Documentation
• Patience
• Time Off Management
• Bilingual (French/English)
• Quick Learning
• Multilingualism
• Management
• Computer Literacy
• Sales
• Home Health Care
• Innovation
• Problem Solving
• Key Performance Indicators (KPIs)
• Long-Term Care
• Microsoft Servers
• Project Portfolio Management
• SAP Applications

• Customer Service & Support
• Healthcare
• Sales
• Administrative
• Customer Solutions Specialist
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

Formation minimale

Études secondaires

Expérience minimale

0+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine