Customer Care Specialist

Company Description

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. Our expanding family of 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. Our values of Customer First, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work.

Position Summary

The Customer Care Specialist plays a key role in delivering exceptional service and support to our clients. This position handles inquiries, resolves issues, and ensures customer satisfaction across all touchpoints. With a strong Customer First mindset, the specialist builds trust and long‑term relationships by actively listening, communicating clearly, and providing timely, effective solutions. The role is fully onsite with the possibility of one day per week from home after successful completion of training and high performance.

Schedule

Full‑time, 40 hours per week, Monday‑Friday. Primarily onsite with the potential for one remote day per week.

Qualifications

Knowledge, Skills & Abilities:

• Working knowledge of ERP systems (e.g., Great Plains, Sales Pad, or SAP)
• Proficiency with Microsoft Outlook, Teams, SharePoint and other Microsoft tools
• Ability to anticipate customer needs and act proactively
• Familiarity with tracking packages via provider websites (e.g., UPS, FedEx)
• Successful experience in a customer care role (B2B) required
• Experience with a manufacturer; medical device manufacturing preferred but not required
• Excellent written and verbal business communication skills
• Capability to manage multiple projects/systems simultaneously
• Ability to thrive in a fast‑paced, high‑output environment
• Bilingual (written and spoken) is a plus

Experience & Education:

• 1+ year in a corporate customer service role preferred
• High school graduate; a college or trade school diploma is a plus
• Travel as required by business needs

Essential Duties and Responsibilities

• Accountable for rapid, accurate, and well‑communicated management of customer orders from AirLife’s Distribution Channel, including manual order entry and EDI transactions for direct, OEM customers, and distributors.
• Provide order lifecycle support within an ERP system.
• Handle calls and emails for order placement, status updates, tracking, and general inquiries.
• Process all customer inquiries within 24 hours of receipt.
• Recognize and escalate potential product complaints in accordance with the complaint handling procedure.
• Deliver sales support, including order status updates and general inquiries.
• Exceed customer care metrics minimums.
• Assist with returns, billing and invoicing inquiries, customer analysis, rapid support of field sales business needs, and problem resolution.
• Continuously seek better, faster, and more efficient continuous improvement opportunities.

Other Responsibilities

• Uphold and embody AirLife’s values in all aspects of work.
• Champion soft‑skill development.
• Demonstrate accuracy and thoroughness; look for ways to improve quality & safety.
• Inspire trust, treat people with respect and dignity, and embrace diversity.
• Use time efficiently; perform job accurately, thoroughly, and conserve company resources to improve profits.
• Contribute to building and maintaining a positive team environment.
• Ensure 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

AirLife is committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. Our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Paid time off and paid holidays
• Bereavement leave
• Employee Assistance Program resources
• Medical leave benefits (subject to eligibility)
• Potential eligibility for bonus, commission, or other incentive compensation