Specialist, Client Solution

About the Role

The Client Solutions Specialist I works as a team member within the ICU Medical Service Department. This individual will be knowledgeable of core products and have strong customer service skills. The role involves corresponding with both internal and external customers via various forms of communication, including in-person interactions, to handle service inquiries and maintain good customer relations.

This position is based remotely; the incumbent may work remotely in any state other than Colorado, California, Connecticut, Montana, Maine, or New York.

Responsibilities

• Member of a call center group receiving inbound and making outbound calls.
• Processes return service authorizations in response to incoming phone calls, emails, and web-based inquiries, including warranty and non-warranty repairs, preventive maintenance requests, etc., with a high level of professionalism.
• Contributes to data within Enterprise Resource Planning (ERP) systems and assists with account initiation/reactivation.
• Processes confidential information, including billing details, to initiate repair orders for service and repair activities.
• Provides repair status and other information in response to customer inquiries.
• Determines and verifies "sold to," "ship to," and "bill to" information in appropriate ERP systems.
• Contacts customers when an estimate is required, tracks responses, provides estimates, obtains approval/denial, and enters responses into applicable systems.
• Follows up on unauthorized Return Material Authorizations (RMAs) and ensures authorization requirements are met.
• Meets or exceeds key performance metrics, such as first-call resolution, 24-hour response time, and required documentation.
• Utilizes knowledge base to resolve customer inquiries and achieve department metrics.
• Develops new solutions to frequently occurring problems.

Requirements

• Knowledge of biomedical or electro-mechanical devices (1 year preferred).
• Detail-oriented with strong verbal and written communication skills.
• Ability to apply situational analysis to customer problems and determine customer needs.
• Proficiency in using personal computers and related software, including Microsoft applications, TEAMS, and SharePoint.
• Ability to multitask and alternate between varying tasks routinely.

Qualifications

• Must be at least 18 years of age.
• High School Diploma required.
• Minimum 1 year of experience working in a customer call center environment, preferably with a concentration in medical devices or applicable healthcare background.
• Experience with Enterprise Resource Planning (ERP) systems (e.g., Oracle EBS).
• Minimum 1 year of experience with Complaint Management Systems.

Work Environment

This is largely a sedentary role operating in a professional office environment, routinely using standard office equipment. Travel requirements are less than 5% of the time.

About Us

ICU Medical is a global market leader in clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings. With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we provide consistent quality, innovation, and value across a broad range of products, including:

• Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.
• The industry’s broadest IV smart pump offering, covering large volume, pain management, and ambulatory needs.
• IV medication safety software with full IV-EHR interoperability, highest customer satisfaction, and compatibility with more EHR systems than any other company.
• Significant U.S. IV solutions manufacturing and supply capabilities.