Sr. Customer Service Representative-Concierge- Tx, Mi, Il

Newly created role. Can be based in our El Paso, TX office, Grand Rapids, MI, Northern IL or outside of these areas, remote.

POSITION SUMMARY

As the Sr Customer Service Representative, Concierge you will be responsible for supporting key AirLife customers, resolving problems and contributing to overall improvements to the customer experience delivered by the AirLife Customer Service Team.

The Customer Concierge's organization directly supports key customers and drives continuous improvement for the entire Customer Service organization. Members of the Customer Concierge team are responsible for supporting large-volume and high-frequency customers and deliver a world class customer experience.

POSITION QUALIFICATIONS

The specific minimum competencies needed to perform the essential duties of the job include knowledge, skills, abilities, level of education, and experience necessary for successful performance. These competencies are generally demonstrated through specific service, education, or training.

Skills & Abilities:

• Passion for supporting customers (both internal and external) and resolving customer problems.
• Strong problem-solving skills.
• Ability to work under tight deadlines and manage multiple projects at a time.
• Strong written and verbal communication skills.
• Advanced system skills and the ability to learn new systems quickly.
• Self-motivated, independent worker.

Level of Experience:

• Minimum 2 years relevant experience.

Level of Education:

• Bachelor’s degree or equivalent Customer Service experience.

Travel: <20%

ESSENTIAL DUTIES AND RESPONSIBILITIES

The core tasks, duties, and responsibilities that must be performed on the job.

• Proactively manage relationships with large distributors, OEM customers and/or key customers in partnership with the related sales team members. Participate in regular reviews and customer communications to resolve problems and provide world class support.
• Work collaboratively with cross-functional teams to understand and relay process and instructions for changes to the product portfolio and/or inventory levels, including guiding end of life changes, inventory balancing activities and allocations for shortages, plus other related areas.
• Support customer escalations and resolve high pain points in the customer experience.
• Work with the sales team and customers daily to resolve issues and provide proactive support.
• Continuously improve support activities to ensure a high level of support and quality experience for large distributor, IDN, GPO customers.
• Aid and resolve customer, distributor and sales rep ad hoc inquiries in a timely manner.
• Proactively identify and develop tools and training to support Customer Care to improve the quality and efficiency of the customer experience.
• Execute newly formed and support workflows and work with other leaders in Customer Service as well as cross-functional IT and Data Analytics teams to make system and process changes that improve efficiency and effectiveness.
• Participate in communications and collaborations between Sales, Marketing, Finance, Quality Assurance, Purchasing, Supply Chain, Customer Service and Distribution to align on company projects and initiatives.
• Serve as subject matter expert for Customer Service processes and systems.
• Perform other related activities as assigned.

OTHER RESPONSIBILITIES

• Focus on achieving our Company mission.
• Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety.
• Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
• Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
• Contribute to building and maintaining a positive team environment.
• Assure all policies and guidelines are implemented and followed.

QUALITY POLICY

At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements.

DEIA STATEMENT

At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.