Customer Service Representative

Job Description

Job Description

BETTER MOBILITY FOR LIFE

Savaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities to reach markets in North America, Europe, Australia, and Asia.

SAVARIA PATIENT CARE

Built from a heritage of brands including Span, Handicare and Silvalea, Savaria Patient Care provides products designed for safe patient handling and positive outcomes. Our research and clinically based product portfolio include therapeutic surfaces for pressure management and positioning, a complete range of innovative ceiling and floor lifts and slings. Savaria Patient Care is a division of Savaria Corporation, a global leader in accessibility.

OVERVIEW: The primary purpose and function of this position is to support Handicare’s customer base, outside sales representatives and senior management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Enter, modify and expedite customer orders.
• Respond to customer inquiries regarding existing orders.
• Ensure the client’s requests are handled to completion.
• Field incoming customer calls regarding product details.
• Provide technical customer assistance on product troubleshooting/repair.
• Handle incoming (walk-in) customer requests. Demonstrate products.
• Prepare and issue quotations for customers, dealers and field-based sales representatives.
• Communicate any product/promotional updates to customers.
• Provide product support and education to existing dealers.
• Provide product support and help institute Handicare USA policies to both inside and outside sales representatives.
• Respond to sales reps on status of current orders.
• Generate and qualify leads.
• Provide telemarketing support on specific territory marketing initiatives.
• Fulfill requests for literature from dealers, sales reps and customers.
• Maintain and expand current customer database.
• As required, attend local trade shows and/or conferences.
• Execute direct mail/email campaigns; provide follow-up.
• Provide input to Handicare USA Management to assist with on-going product development.
• Assist in the development of marketing plans and general corporate communications (brochures, internet site, etc.).
• Additional duties as requested or required.

SUPERVISORY RESPONSIBILITIES:

• This position has no supervisory responsibilities.

COMPETENCIES:

• Manages difficult or emotional customer situations.
• Responds promptly to customer needs.
• Solicits customer feedback to improve service.
• Responds to requests for service and assistance.
• Listens to others without interrupting.
• Speaks clearly and persuasively in positive or negative situations.
• Listens and gets clarification.
• Responds well to questions.
• Writes clearly and informatively.
• Able to read and interpret written information.
• Demonstrate knowledge of company products, their application, use, features, benefits etc.
• Works with integrity and ethically.
• Is consistently at work and on time.
• Treats others with respect and consideration, regardless of their status or position
• Follows through on commitments
• Demonstrates accuracy and thoroughness
• Meets productivity standards

LANGUAGE SKILLS:

• Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals. Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

EDUCATION, EXPERIENCE & TRAINING:

• Bachelor’s Degree (B.A. / B.S.) from a four-year college or university; 2 years related experience in marketing, sales support & customer service; or equivalent combination of education and experience.

COMPUTER SKILLS:

• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook is required. Proficiency in Multiflex ERP, Microsoft Dynamics or other ERP systems preferred.

PHYSICAL DEMANDS:

• The employee may occasionally stand, walk, stoop, kneel or crouch during shift. Employee will be required to regularly sit, use hand to finger, handle, feel and reach with hands and arms. Employee must be able to occasionally lift and or move up to 25 lbs.

WORK ENVIRONMENT:

• This position works in an environment with moderate noise levels.

TRAVEL:

• No travel is required

Savaria provides equal employment opportunities and consideration to all qualified employees and applicants, including disabled individuals and veterans.

#savariapatientcare