Customer Service Representative II
About this role
- Act as key point of contact for customers, providing total order management, including order receipt, order entry, order confirmation, order tracking, pricing verification, data stewardship, late order notifications, and timely invoicing.
- Review each order to ensure correct pricing, quantity, product and delivery expectations are accurate while working with customer and sales to resolve any discrepancies.
- Liaise with other departments as necessary to ensure order is shipped, invoiced and scheduled for installation and training as applicable.
- Readily answer and support the incoming customer call queue daily, support other general customer inquiries and either direct to or liaise with appropriate department(s) as needed.
- Receive customer feedback, including complaints, log in the ticketing system and assist in the resolution and communication of solutions back to the customer working with Quality team as necessary.
- Process and communicate policy around returns and credits to customers and sales and support sales team inquiries related to customer orders; Support AR team inquiries related to customer purchase orders and sales orders.
- Maintain track of open orders and backorders to manage customer expectations and provide information on backorders.
- Work with leadership to uncover and implement continuous improvement.
- High School diploma or GED is required, with a minimum of 2 years of experience in a customer service or help desk environment.
- Highly developed sense of integrity and commitment to customer satisfaction.
- Ability to communicate clearly and professionally, both verbally and in writing, and handle complaints and unpleasant customers in a professional manner.
- Accurate and detail oriented, possessing a strong work ethic and team player mentality.
- Excellent computer skills: ERP and Microsoft Office experience, and ability to learn multiple order processing software.
- Strong project planning and management, critical thinking, decision making, and problem solving.
- Strong computer skills and proficient in MS Office
- Ability and willingness for occasional travel.
- 1-2 years of college preferred.
- SAP experience preferred.
- Experience with statistical methods, interpretation, and data collection techniques a plus.
- Paid time off and paid volunteer time
- Medical, Dental, Vision and Flexible Spending Account
- Health Savings Account with Company Funded Contributions
- 401k Retirement Plan with Company Match
- Parental Leave and Adoption Services
- Health and Wellness Programs and Events
- Awarded 2025 Cigna Healthy Workforce Designation Gold Level
Company at a glance
Laborie is a world-class specialist medical company that makes and advances technologies that preserve and restore human dignity. We take great pride in supporting doctors, nurses, hospitals, clinics, academic institutions and patients with treatment and diagnostic innovations. Our technologies include diagnostic equipment and consumable supplies in the Urology, Gastroenterology, Gynecology, Obstetrics and Neonatology fields.
Privately owned by Patricia Industries and a part of the Investor AB network, Laborie is comprised of powerful brands that have been cultivated for more than 50 years. As a rapidly growing and scaling organization, our company values drive our day-to-day behaviors and make us ONE Laborie whenever and wherever we do business. We know that the work we do matters and we’re making a positive impact in the lives of patients across the globe. This is what fuels our motivation each day.
If you’re ready to be part of a mission with meaning and a rewarding environment with opportunities for professional growth and career advancement, view our current job openings at https://www.laborie.com/about-us/careers/
Top Benefits
- Paid Time Off
- Paid Volunteer Time
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401k Retirement Plan
- Parental Leave
- Adoption Services
- Health And Wellness Programs
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