Customer Service Representative

Company Overview: Hamilton Medical was founded in 1983 with a clear mission: to enhance the lives of patients on respirators and support the caregivers who serve them. Our focus is on developing ventilation technologies that prioritize safety, effectiveness, and lung protection. We are dedicated to easing the burden on healthcare professionals who work tirelessly every day, helping critically ill patients recover and regain their health. We are committed to helping medical teams deliver the best respiratory care ‑ to anyone, anywhere. Responsibilities:

The Customer Service Coordinator performs tasks proficiently within the primary assigned department and provides additional support to other departments. This includes, but is not limited to, customer service, warehousing, purchasing and inventory controls. The responsibiliites include, but are not limited to:

• Answer all incoming calls in a friendly and professional manner and direct phone calls as appropriate.
• Receive and process incoming customer purchase orders, release orders to the warehouse, and send sales order confirmations to customers.
• Ensure customer purchase orders have the correct shipping address, attention line, and matches the information on the purchase order. As needed, contact customers regarding any pricing discrepancies.
• Send customer invoices via USPS mail, e-mail, and customer service portals as requested.
• Set-up new customer accounts in the ERP system and update CRM with buyer and AP contact information.
• Provide information to customers regarding their purchases; including but not limited to sales order confirmation, backorder detail, substitution information, tracking, proof of delivery, and invoicing.
• Facilitate customer returns per the RGA/RMA procedures.
• Process credit memos once items have been returned to inventory.
• Update the CRM with customer complaints or interactions with customers.
• Support service department billing and processing of related miscellaneous inventory transactions.
• Maintain stock of envelopes and all postage supplies.
• Process all demo sales to include informing service department of need, processing sales orders, providing the warehouse shipping documents and updating the installation calendar with shipping information.
• Process all trade-in credit memos for capital orders and provide the customer with the trade-in documentation.
• Rotate staff to ensure reception desk coverage.
• Proficient at functional operations (including but not limited to): enter sales orders, create return orders, look up pricing, and train new employees on CS tasks.
• Keep up-to-date on all applicable policies and procedures.
• Document procedures for all tasks/duties and update as necessary to keep procedures current.
• Exhibit a willingness to accept additional projects, as related to essential job functions, as requested.

Qualifications:

• Proficient in Word and Excel.
• Strong communication (verbal and written) and interpersonal skills.
• Ability to identify deficiencies in customer interaction, including documentation, to effectively correct and notify relating departments of deficiencies.
• Take corrective action when needed.
• Display willingness and competence in supporting department goals as they relate to Company goals.
• Proactively display willingness and competence in interacting with other departments and management in assessing and improving processes.
• Ability to perform tasks in the departments outside of primary assigned department and demonstrate support of departmental objectives (i.e. cross trained staff).
• Flexible and able to accept change.
• Ability to work within a team environment as well as independently.

Education/Experience:

• Minimum of High School diploma required; Associate’s degree preferred.
• Minimum of one (1) year of customer service experience required.

About Hamilton:

• Established, stable, and reliable company.
• Comprehensive benefits package: medical, dental, vision insurance; paid vacation and sick time; disability insurance; 401(k); tuition reimbursement; and more.
• Engaging and innovative design projects.
• Strong opportunities for professional growth.
• Commitment to sustainable design practices.
• Personal Protective Equipment (PPE) may be required (provided by employer).
• Drug and background screenings required.

Mid Salary: USD $22.35/Hr.