• Responsible for all inbound customer calls. Handles all consumable, canister and part orders. Resolves all issues/complaints discrepancies with customer.
• Works with warehouse associates, customers and sales associates to ensure that the order process runs smoothly.
• Performs data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested.
• Answering service calls and checking the service voicemail queues. Adding escalation notes to existing calls including revised estimated time or arrival (ETA).
• Responsible for following up with couriers and shipping companies regarding any missing or delayed shipments and resolving issues with customs clearance.
• May be responsible for checking accuracy and timing of all transactions processed by warehouse associates.  Responsible for providing corrective actions when issues arise and ensuring corrective actions are followed through. Responsible for training and providing guidance for that position, being the point of contact for all issues on daily basis.
• Responsible for the processing and timely closure of service orders in Enterprise Resource Planning (ERP) system.
• Responsible for the management of all returned materials and parts to the distribution center. Process return merchandise authorization (RMA) and generate commercial invoices for return to U.S.
• Manages project communication with the Company personnel, customer personnel and Field Service Representative (FSR).
• Leads project teams by developing project plans within guidelines and monitoring progress on project milestones.
• Generates timely and concise communications to functional leadership regarding project status and pending issues.
• Builds consensus among multiple groups/departments relative to project scope, task execution, staffing, and issue resolution.
• Analyzes processes and makes recommendations for improving efficiency, customer service operations, product delivery and expense reduction in projects.
• Completes and submits all administrative reports on time such as expense reports, project status reports, project plans and customer training and acceptance documents.
• Complies with all appropriate policies, procedures, safety rules and regulations.
• Performs related duties as assigned.

• Excellent customer service skills.
• Strong time management skills.
• Ability to think strategically and act tactfully.
• Strong interpersonal, leadership and relationship building skills.
• Good decision, analytical and mathematical skills.
• Ability to communicate effectively both orally and in writing.
• Familiarity with the Company’s products and services.
• Strong organizational skills; attention to detail.
• Knowledge of computers to operate effectively with MS applications:  Word, Excel, PowerPoint, Project and Visio; ability and desire to learn new proprietary applications.
• Healthcare experience is an asset.
• Bilingual in English and French is an asset.

• Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing.
• Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus.
• 50% or more time is spent looking directly at a computer.
• Ability to lift and/or move up to 50 lbs.
• Associate is frequently required to stand, walk (or otherwise be mobile).
• Ability to deal with stressful situations as they arise.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.