Job Description
TITLE: CUSTOMER SERVICE ADMINISTRATOR
Reports To: Director of Sales & Marketing
Location: Tulsa, OK
Chinook Medical Gear is a Veteran and 8(a) certified Small Business that provides custom medical solutions for the harshest environments. Since 1990, Chinook Medical Gear has specialized in outfitting government agencies, military units, contractors, corporations, adventure companies, and individuals with the latest medical gear. Our diverse line of products includes military and law enforcement medical kits to home, travel, and public access medical kits. We also produce a wide range of procedure specific medical modules. Chinook’s staff consists of industry experts who specialize in designing TRUSTED SOLUTIONS for any emergency medical need.
ROLE SUMMARY:
The Customer Service Administrator is a key position within the sales department, handling customer requests for information and price quotations as well as entering orders; ensuring that response times for such requests meet the guidelines established by Chinook as part of its ongoing commitment to world-class customer service.
This position works closely with all members of the Sales and Marketing team functioning as a support person; and regularly interfaces with the Accounting, Purchasing and Warehouse teams. This position requires significant phone communication and data entry skills and the ideal candidate will be able to transition seamlessly from answering questions and taking orders over the phone to computer data entry.
SPECIFIC RESPONSIBILITIES:
KNOWLEDGE BASE
Maintain a detailed knowledge of the relevant modules of the company’s ERP software (SAGE), of the company’s CRM software, and of the company’s telephone system.
Maintain (through in-house training) an up-to-date knowledge of the Chinook product line, its features, benefits and field applications.
Maintain a working knowledge of relevant Chinook policies and standard operating procedures (SOPs).
CUSTOMER SERVICE
- Be the primary point of contact for all incoming Chinook telephone calls.
- Re-direct incoming calls to the appropriate person.
- Administer email inquiries.
- Resolve disputes and handle customer questions and problems.
- Administer customer requests for information.
- Provide customer service support to the Account Managers – new customer accounts, price quotations, order entry, order status, on-hand inventory inquiries, etc.
- Provide customer service support to unassigned Personal accounts buying through the website.
- Provide data entry and follow-up support to the Sales Contracts team for orders generated through contract procurement channels.
- Enter customer interactions activity into the company Customer Relationship Management (CRM) database.
- Interface with other Chinook departments like Accounting, Purchasing and Warehousing.
- Ensure that response times for customer requests meet the guidelines established by Chinook as part of its ongoing commitment to world-class customer service.
- Consistently maintain an upbeat, friendly and professional telephone/customer service demeanor.
OTHER
- Attend Sales Meetings & Training sessions as required.
- Support/Assist other Chinook personnel and activities as needed.
- Fulfill other duties assigned by the Director of Sales and Marketing.
POSITION QUALIFICATIONS
- Associate’s Degree in Marketing/Business or equivalent job experience required.
- Two years of experience in Customer Service or Sales position desired.
- Medical knowledge a plus.
- Understanding of government contracts and purchasing vehicles a plus.
- Strong computer skills, especially MS Office, required.
- CRM software experience a plus.
- ERP software experience a plus.
- Ability to lift and carry 50 lbs. required.
PERSONAL TRAITS REQUIRED
- Customer service-focused.
- Strong communication skills – listening, oral, written.
- Warm, gregarious, likable, extroverted personality.
- Friendly demeanor on the phone in all situations.
- Enjoys researching answers to questions, and overcoming challenges.
- Analytical.
- Highly organized.
- Ability to prioritize and progress multiple tasks to maintain customer service standards.
- Responsible, self-motivated individual with a strong work ethic who is driven by the desire to be the best at whatever they do.
- Team player.
- Ability to take direction, learn and evolve as a professional.
Job Type: Full-time
Work Remotely