Job Description

This position provides administrative support for the sales team.  The Customer Service representative is responsible for handling customer service issues, completing sales orders in the Great Plains system, and following up with customer concerns. Additional customer service duties will also be assigned.

Sarnova is the leading national specialty distributor of health care products in emergency medical services (EMS) and respiratory markets and is the industry leader in revenue cycle management within emergency medical services (EMS).  The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, EMP and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management.

SUMMARY:

The primary responsibilities of this position are to take in-bound calls from customers wishing to place orders for medical supplies or place outbound calls to follow up and provide status information to customers. The Customer Service Representative will process orders, answer customer and account manager inquiries and resolve customer problems. This position is responsible for processing orders and the paperwork necessary to satisfy customer requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Process orders received by mail, telephone, e-mail, or fax; and provide written confirmations upon request.
• Follow up and provide status information to customers regarding order status and shipments as requested. 
• Review order for accuracy and make changes to existing orders.
• Research and resolve billing inquiries.
• Explain products and services and perform basic product research upon request.
• Prioritize and organize daily follow-ups to ensure timely resolution.
• Evaluate customer concerns and resolve problems to the customer’s satisfaction.
• Provide pricing and product availability.
• Route special orders through appropriate departments for approval.
• Assist in delivery process, monitor assigned ship dates, coordinate export shipping procedures, communicate any delays with customers, and obtain proofs of delivery.
• Determine and authorize credits, rebills, and product returns.
• Issue invoices for additional freight, changes, lost parts, credit incorrect pricing, etc.

QUALIFICATIONS:

• At least 5-7 years of experience in customer service including at least 2 years of call center experience.
• Experience working within a distribution company preferred.
• Strong computer skills.  Basic understanding of MS Outlook, Word and Excel

SKILLS/EXPERIENCE REQUIRED:

• Experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance.
• Able to successfully work in a changing environment.
• Strong interpersonal skills.  Must be able to develop and maintain cooperative working relationships with customers and co-workers.
• Ability to accurately assess a situation and identify and resolve customer problems.
• Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image. Able to diffuse an upset customer and/or an intense situation.
• Must possess self-motivation and the initiative to exceed customer expectation.
• Superior communication skills, both written and verbal.  Able to present information and solutions in a professional and courteous manner.
• Excellent attention to detail and accuracy.
• Able to organize and prioritizes tasks in order to handle call load and still finish other duties.

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Disabled/Veteran  

Company Description

Sarnova is the leading national specialty distributor of health care products in emergency medical services (EMS) and respiratory markets and is the industry leader in revenue cycle management within emergency medical services (EMS). The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, EMP and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management.