Customer Service Specialist

Creating products and changing lives! Altimate Medical designs and manufactures differentiated medical equipment that optimizes treatment outcomes and maximizes the health and wellbeing of end-users worldwide. Since its founding in 1987, Altimate Medical and its EasyStand brand has led the standing industry with unsurpassed technology. Altimate Medical has since expanded its product portfolio and made several acquisitions of well-known and respected brands within the complex rehab technology market (Zing, 2015; ActiveAid, 2018) and the healthcare capital equipment market (Medical Positioning, Inc., 2015).

We are in search of a Customer Service Specialist to join our team and help support the medical device community we serve.The Customer Service Specialist (CSS) will work to ensure the highest standards of product delivery are met and are in accordance with customer requirements and manufacturing capabilities. The CSS will respond to custom product inquiries and satisfaction issues. The CSS actively works as a Customer Service Rep, taking calls and supporting our customers through communication, hospitality, and information.

ESSENTIAL FUNCTIONS

1. Works with Suppliers, HC professionals, and consumers to fix mechanical issues with the product.
2. Process inbound and outbound calls from all clients and suppliers in a timely manner and with a high standard of professionalism.
3. Handles customer correspondence, complaints, and inquiries in a professional manner.
4. Identify, trouble shoot, research, and resolve customer issues.
5. Communicates with customers the status of orders, product availability, fulfillment, and shipping.
6. Document any special handling requirements or instructions.
7. Data entry of customer product/parts orders.
8. Creation of accurate quotes and sales orders.
9. Enter all ship to addresses to and from various software systems when needed.
10. Create the company's current software system clean and updated.
11. Customer Complaints and Feedback:
    1. Obtain and evaluate all relevant data to handle complaints and inquiries.
    2. Log all complaints/communications promptly.
    3. Immediately report any possible medical incident to Quality Management Representative.
12. Assist Sales and Marketing with Owner's Manuals, FAQs, trouble shooting, price lists, and assembly or instruction sheets.
13. Attend and participate in department and team meetings as needed.
14. Satisfy requirements of Quality Management & Regulatory Compliance systems.
    1. Follow applicable policies and procedures.
    2. Complete records (as necessary).
    3. Share ideas for process improvement.
    4. Assist with corrective and preventive actions and customer feedback/complaint reviews (as appropriate).
15. Observe Safety Program provisions:
    1. Maintain a clean and safe work area.
    2. Report potentially unsafe conditions.
    3. Use equipment and materials properly.
16. Understands and adheres to Quality & Compliance policies and procedures.
17. Follows safety procedures and maintains a clean and safe work environment.
18. Utilizes appropriate personal protective equipment where/when necessary.
19. Contributes to a respectful, non-hostile, non-violent work environment.
20. Understands the purpose, value, and impact work has on product customers and users.
21. Other duties as assigned.