Customer Solutions Specialist

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Address inquiries from customers and sales representatives.

• Clarify product features and provide pricing information.

• Manage order processing and returns.

• Assist with customer service requirements in the United States and Canada.

• Record complaints and respond promptly to Post Market Surveillance requests.

• Conduct inbound and outbound phone communications in a professional manner.

• Resolve customer queries and issues with accuracy and efficiency.

• Acquire in-depth knowledge of Drive products.

• Suggest additional accessories and alternative products when items are on backorder.

• Accurately enter and process phone orders.

• Provide information on product availability and manage customer backorders.

• Support the sales team with their daily service requirements.

• Follow up to ensure accuracy and a seamless customer experience.

• Offer telephone support for product assembly and parts inquiries.

• Utilize systems and technology to manage a high volume of inquiries.

• Meet performance goals and established KPIs.

• Report directly to the Customer Solutions Supervisor/Manager.

⛳️ Requirements

• Previous experience in a customer-facing role is preferred.

• Strong communication and problem-solving skills are essential.

• Proficient computer skills, including familiarity with Microsoft Systems.

• Experience with SAP is advantageous.

• Quick learner with the ability to think on your feet and devise innovative solutions.

• Possess empathy, patience, and effective listening abilities.

• Willingness to work flexible hours, typically Monday to Friday from 9 AM to 6 PM EST.

• Maintain a Scorecard with an A/B average to qualify for promotion.

• High school diploma or equivalent is required.

• Experience in Customer Service is preferred.

• Candidates must have authorization to work in the United States without current or future sponsorship by the Company.

🏝️ Benefits

• Competitive benefits package.

• Paid time off.

• 401(k) savings plan.