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:

As supervised by the Customer Service Manager, the Customer Service Representative performs tasks proficiently within the primary assigned department as well as a degree of competence in other departments.  This includes, but is not limited to, customer service, warehousing, purchasing and inventory control.  The level is determined by the individual’s overall abilities throughout the departments.

 

• 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 the customer.
• Ensure customer purchase orders have the correct shipping address, attention line, matches the information on the quote. Contact customer with 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.
• Supports service department billing and processing of related miscellaneous inventory transactions.
• 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 able to train new employees on CS tasks. Has demonstrated an acceptable level of efficiency and is trained and knowledgeable of the company department’s policies and procedures.
• Exhibit a willingness to accept additional projects, as related to essential job functions, as requested.

Qualifications:

• Proficient in Word and Excel.
• Strong Communication and interpersonal skills.
• Identifies deficiencies in customer interaction, including documentation, to effectively correct and notify relating departments of deficiencies. Takes corrective action when needed.
• Display willingness and competence to support department goals as they relate to Company goals.
• Proactively displays willingness and competence to interact with other departments and management in areas of assessing and improving processes.
• Have the ability to willfully and competently perform tasks in the departments outside of primary assigned department and demonstrate support of departmental objectives (i.e. cross trained staff).
• Demonstrates acceptance of change.
• Ability to work within a team environment as well as individually.

Education/Experience:

• Minimum of High School diploma, Associate’s degree preferred
• 1-6 years of experience with Hamilton Medical products and processes beneficial

About Hamilton:

• Diverse portfolio of exciting and innovative design projects
• Tremendous opportunities for professional growth
• Commitment to sustainable design
• Competitive Compensation
• Excellent Benefits Package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and much more
• Solid Stable Company
• Drug-free workplace