Order Response Representative

Job Summary

This position works with customers to resolve questions or provide clarification on incoming New and Service Orders. Order Response Representatives proactively contact customers to resolve issues as expeditiously as possible to ensure minimal delay in customers receiving their hearing aids as well as achieving order accuracy.

Job Responsibilities

• Understand the manufacturing process and Starkey products and policy
• Educate internal and external customers at every opportunity to help prevent future orders from stopping throughout the manufacturing process
• Act as a support system for internal and external customers
• Serve customers with passion, purpose, and excellence while adhering to company policies and procedures
• Efficiently work on orders that have come to us and have stopped in the process because we have a question or concern with their order
• Be extremely detailed yet focus on resolving the stoppage as quickly as possible
• One must be very self-aware of the time you are taking to work on an individual IIR so as not to dwell too long on it
• Use your resources and team
• Meet average call and talk time requirements
• Manage working on outbound calls while being prepared to take in unexpected inbound calls
• Focus on time to close incoming IIRs
• All new IIR’s should be started the day of receipt with the goal of closing 50% of all incoming IIR’s the day of receipt and 80% within three days
• Meet or exceed all established scorecard requirements
• Meet Goal of at least 50 activities per day (Cases and Case Comments)
• Talk time/Availability of 60%
• Individual Three day Turn time of 80%
• Missed Calls (Ring No Answer)

Job Requirements

• Minimum Education, Certification and Experience Requirements: Bachelors Degree or equivalent work experience, 2 Years minimum of Professional Customer Service or Manufacturing experience
• Knowledge / Technical Requirements: Ability to comprehend technical product knowledge, Strong computer foundation with ability to multi-task between numerous applications, Oracle Order Management and CRM experience preferred
• Competencies, Skills & Abilities: Attention to detail, Professionalism in appearance, demeanor, and communication, Excellent communication skills and ability to resolve conflict, Proven record of exceeding customer’s expectations in a fast-paced environment, Excellent interpersonal skills, Positive Attitude

Salary And Other Compensation

The target pay range for this position is between $21.15-$26.44 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is eligible for a bonus based upon performance results. There is no guarantee of payout.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• Employee assistance program
• Hearing aid benefits
• PTO
• Paid holidays annually
• Floater days annually
• Volunteer service day annually
• Paid paternity leave
• Tuition reimbursement