Customer Service – Product Fulfillment

About the role

Responsible for providing quick response customer service part fulfillment requests based on incoming customer inquiries. Accountable for being knowledgeable and articulate in the systems offered and supported.

Responsibilities

• Respond promptly and professionally to customer inquiries regarding parts, availability, pricing, and compatibility.
• Provide accurate product information, recommendations, and technical support as needed.
• Accurately process customer orders in the system, ensuring all details are correct and complete.
• Track orders from initiation through delivery, proactively communicating status updates to customers.
• Assist customers in identifying the correct parts based on equipment models, specifications, or requirements.
• Coordinate with other internal teams to determine requirements of product if necessary.
• Offer alternative solutions when requested parts are unavailable, maintaining a customer-focused approach.
• Build and maintain positive customer relationships through attentive service and follow-up.
• Address and resolve customer issues, returns, or complaints in a timely and effective manner.
• Collaborate with internal teams (e.g., warehouse, procurement, technical support) to ensure seamless service delivery.
• Communicate customer feedback and recurring issues to management for continuous improvement.
• Stay updated on product lines, new releases, and technical information to provide informed support.
• Participate in ongoing training related to customer service best practices and product knowledge.

Requirements

• Two-year degree or related customer service experience.
• Strong management and organizational skills.
• Excellent verbal and written communication skills and interpersonal skills.
• Sales/Customer Service experience a plus.
• Understanding of electronic systems, such as healthcare communications systems, paging systems, infant protection systems, real time locator systems, intercom systems, and TV distribution.
• Ability to manage multiple tasks simultaneously and adjust to shifting priorities.
• Strong sense of urgency.
• Occasional out-of-town travel required.
• Valid and current driver’s license.

Skills

• Responsible, self-motivated, self-starter, personable, and well-organized.
• Superior customer service skills to deal with both internal and external customers.
• Strong interpersonal skills; ability to work with diverse groups.
• Proficiency in MS Word, Excel, Access, PowerPoint, and Outlook.
• Ability to demonstrate planning, organizing, and implementing skills to complete projects by specific deadlines.
• Ability to effectively handle stressful situations.
• Ability to read and interpret general business documentation.

Benefits

Full benefit package.

Physical, Mental, and Environmental Requirements

• Employee is required to stand, walk, climb, sit, and use hands and fingers.
• Some light lifting of objects is required.
• Reaching, grasping, and carrying activities also required.
• The noise level in the work environment is usually moderate.
• Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.

Reports to: Director of Service. Full-Time, Salary/Exempt.