At Dräger, it is our passion and dedication to protect, support and save lives. Our dedication to life naturally extends to the quality of our employees’ lives. They are the essence of our company, and without them, we would not be what we are today – a world leader in medical and safety technology. We are searching for people who want to join us in building “Technology for Life”.
Customer Service Representative sought with experience supporting customers through the order process who have knowledge of Microsoft Office Suite (Word / Excel) and order entry (preferably SAP). This position is part of our Safety products team located in Telford, PA.
In accordance with Company guidelines and requirements, provides world class customer service in the Draeger Call Center (Triage), supplying higher complexity services to customers in the US.
Manages customer call escalations that involve complex and lengthy transactions. Using in-depth SAP skills, accesses, processes & records information for managing complex transactions including but not limited to incidents of failure on arrival; patient incident; dispatching emergency repairs. Uses iCRM and other service systems and company applications as needed to manage & process transactions.
Manages customer call escalations that have large financial implications as well as higher level complexity including but not limited to rentals, training classes, non-disclosure agreements and electronic data interfaces.
Develops & documents work instructions; provides work instruction training to other team members as needed.
Resolves customer complaints, conducting research to determine an appropriate solution. Follows up with customer on a timely basis to ensure effective resolution of the complaint.
Follow policies, procedures and guidelines to drive Customer Satisfaction and to ensure compliance with company objectives.
Backs up other Customer Service Representative as needed.
Performs other duties as needed and assigned.
High school diploma or equivalent combination of education and work experience.
Five (5) years customer service experience required; call center experience preferred
MS Word and Excel experience required
SAP experience or similar ERP system required
Special Competencies or Certifications:
Must have excellent customer service skills & demeanor
Strong problem solving experience required
Ability to process information and make corresponding decisions is required
Experience with or ability to master a wide range of Service processes and interaction with other departments
Must be adept at using a computer and specialized software
Work Environment / Conditions:
Office environment. Works on a computer throughout the day. Sits most of the work day.
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