Customer Service Representative Job at DiaMedical USA in Detroit

Overview

Director of Human Resources at Pocket Nurse (DiaMedical USA). We are looking for a detail-focused person to join our Customer Service team in Farmington Hills, MI. The role involves assisting clients through the quote and order process, including entering, tracking and confirming orders, handling questions, resolving issues, and processing returns. DiaMedical USA is a fast-growing medical equipment distributor and one of the largest healthcare and education equipment providers in the country, offering a turnkey solution to healthcare facilities and educational institutions.

The Customer Service Representative focus is on delivering accurate, high-quality work following established guidelines and standards. The environment emphasizes steady, methodical work to ensure routines are completed on time and with minimal errors.

Responsibilities

• Provide professional, highly responsive service to customers by building and maintaining relationships; respond to product questions, availability and order status; proactively anticipate problems using daily reporting functions.
• Accurately and efficiently enter and manage orders within the ERP system.
• Provide and maintain monthly administrative reports and individual contributor metrics.
• Collaborate with service and sales teams to ensure timely delivery of products or scheduling of service appointments.
• Set pick-up and delivery appointments with warehouses as necessary.
• Manage technical pre- and post-sales support calls from initial contact to issue resolution.
• Process and respond to customer inquiries, returns and warranties through NetSuite software.
• Enter accurate return transaction data, deductions, shipping, warranty info, and fulfillment errors.
• Communicate effectively with internal and external groups on high-priority orders and customers.
• Monitor and respond to a high volume of designated customer service emails daily.
• Prioritize tracking and appointment setting based on time constraints and customer priority needs.
• Provide FedEx labels for customer returns as necessary.
• Ensure appropriate actions are taken to resolve customers’ problems and concerns.
• Participate in weekly departmental meetings as required.
• Inform management of complaint trends, problems, and feedback from customers.
• Maintain confidentiality of DiaMedical proprietary business and customer information.
• Maintain a cheerful and positive demeanor, be organized and prepared for each call with product information.
• Adapt to each customer’s needs and expected results; listen actively and ask appropriate questions to gather necessary information.
• Conduct a complete analysis of situations to offer multiple solutions.

Education

• Minimum Bachelor’s degree in Business or related field and 3 years of related experience, or equivalent combination of education and experience.

Skills and Experience

• Previous customer service experience required; logistics experience preferred.
• Knowledge of customer service principles, needs assessment, quality standards, and evaluating customer satisfaction.
• Excellent written and verbal communication with focus on listening and understanding customer needs; ability to explain in clear terms and help the customer.
• Ability to work in teams and in a group environment.
• Detail oriented with a high degree of accuracy.
• Ability to adapt to changes in a fast-paced environment.
• Excellent problem-solving and critical thinking skills; ability to multitask.
• Ability to handle confidential financial and personal information appropriately; manage stressful situations tactfully.
• ERP or Order Entry software experience preferred.

Benefits and Compensation

• Competitive wages.
• Medical, dental, and vision insurance options.
• 401(k) with company matching contributions.
• Company-paid life insurance; voluntary life, disability, accident, and critical illness insurance.
• Paid time off, personal time, paid holidays, and hybrid onsite/remote schedule (1 day per week).
• Casual dress code.
• Opportunity to make a difference in the growing healthcare field.

Physical and Cognitive Demands

The work environment is described for essential functions, with reasonable accommodation available under the Americans with Disabilities Act (ADA). Staffing and accommodation requests are evaluated on a case-by-case basis. Regularly required are sitting, talking, hearing, and using hands; occasional standing, walking, and lifting up to 15 pounds; vision requirements include close, distance, color, peripheral vision, depth perception, and focus adjustment. The role requires problem understanding, collaboration, organization, decision-making with moderate impact, and clear internal/external communication.

DiaMedical is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. Information is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

If you are offered employment, you will be required to undergo a drug test and background check (including criminal record check).

Employment Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: Medical Equipment Manufacturing