Inbound Customer Success Rep II

At AeroSafe Global, we are reframing the last mile as the first moment of care. We are an integrated healthcare service partner solving the pharmaceutical industry's complex challenges by bridging the gap between cold-chain logistics and the point of care. Our mission is to ensure the integrity and delivery of life-saving medicines to every patient.

About the Role

The Inbound Customer Success Representative interfaces with customers via inbound/outbound calls, or through e-mail depending on the customer requirements. This position facilitates the return of our leased assets and supports inventory management.

Comprehensive Benefits Package

AeroSafe Global offers a comprehensive benefits package designed to support employees' health, financial well-being, and work-life balance. Benefits include employer contributions toward medical coverage, vision insurance, and a 401(k) retirement savings plan, as well as:

• Dental insurance
• Life and AD&D insurance
• Voluntary benefits, including:
  • Accident Insurance
  • Critical Illness Insurance
  • Hospital Indemnity Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Account (HSA)
• Paid Time Off (PTO)
• 10 Paid Holidays annually

Responsibilities:

• Communicate via phone & e-mail with clients that receive shipments in AeroSafe boxes to educate them on the program and establish ongoing contact information.
• Data integrity within company CRM
• Ability to interface with multiple business units
• Track, trace, document and arrange retrieval of AeroSafe boxes
• Produce courier shipping documents and arrange pick-ups at customer sites.
• Educate customers about features and benefits of products in order to improve product related sales and customer satisfaction.
• Collaborate with team members and coordinate solutions for customers.
• Prepare complete and accurate work including appropriately notating systems of actions taken
• Establish and maintain good customer relations with both internal and external customers.
• Diffuse difficult customer situations.
• Other tasks as assigned

Minimum Qualifications

• Associates Degree, or applicable experience
• Customer Focus and service orientated
• Excellent problem solving skills and a willingness/desire to research information to find solutions to problems.
• Persistence when specific tasks are challenging.
• Tolerance for repetitive work in a fast-paced, high production work environment
• Outstanding communication (written & verbal), are a must.
• Solid decision-making, problem resolution and creative thinking skills.
• Self-starter, motivated and driven to exceed goals
• Strong computer navigation skills and PC Knowledge including experience with Excel.

Physical Requirements

While performing the duties of this position, the employee will frequently be required to:

• Sit for extended periods.
• Use hands and fingers to handle objects, tools, or controls, including repetitive motions.
• Communicate effectively by speaking and hearing.

The employee may occasionally be required to:

• Visual acuity
• Stand and walk.
• Reach with hands and arms.
• Bend, stoop, kneel, and crouch.
• Lift and/or move up to 10 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Tools & Equipment

• Computer
• Printer
• Telephone
• Copier/scanner
• Other standard office equipment

Work Environment

This position operates in a combination of office, manufacturing, and warehouse environments.

Equal Employment Opportunity

AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law.

This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.