Customer Service – Product Fulfillment

Title: Customer Service – Product FulfillmentReports to: Director of ServiceFull-Time, Salary/Exempt, Full Benefit Package
Primary 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.
Primary Responsibilities
Customer Inquiry Management

Respond promptly and professionally to customer inquiries regarding parts, availability, pricing, and compatibility.
Provide accurate product information, recommendations, and technical support as needed.

Order Processing & Fulfillment

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.

Parts Identification & Recommendation

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.

Customer Relationship Management

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.

Collaboration & Communication

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.

Continuous Learning

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.

Accountability: Position will be accountable to the Director of Service. Secondary accountability will be to the other management team members, employees and customers of the company.
Qualifications:
1. Shall possess a two-year degree or related customer service experience. 2. Strong management and organizational skills required. 3. Must possess excellent verbal and written communication skills and interpersonal skills. 4. Sales/Customer Service experience a plus. 5. Must possess an understanding of electronic systems, such as healthcare communications systems, paging systems, infant protection systems, real time locator systems, intercom systems, and TV distribution. 6. Must have the ability to manage multiple tasks simultaneously and adjust to shifting priorities. 7. Must possess a strong sense of urgency.
Travel: Occasional out of town travel required.
Additional Skills and Abilities:
1. Must be responsible, self-motivated, self-starter, personable and well-organized.2. Superior customer service skills to deal with both internal and external customers.3. Strong interpersonal skills; ability to work with diverse groups.4. Proficiency in the use of personal computers including such programs as MS Word, Excel, Access, PowerPoint and Outlook.5. Ability to demonstrate planning, organizing and implementing skills which allow the successful completion of a project by a specific due date.6. Must be able to effectively handle stressful situations.7. Must be able to read and effectively interpret general business documentation. 8. Valid and current driver's license.
Physical, Mental and Environmental Requirements:
1. Employee is required to stand, walk, climb, sit and use hands and fingers.2. Some light lifting of objects is required.3. Reaching, grasping and carrying activities also required.4. The noise level in the work environment is usually moderate.5. Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.
This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.