Customer Service Specialist

This position administers customer service accounts of moderate scope and complexity to meet business objectives and customer expectations. This role supports customers using a variety of robotic exoskeletons and rehabilitation equipment, coordinating across internal teams to address inquiries, delivery needs, technical issues, and complaint resolution. This position maintains strong working relationships with Ekso’s internal and external customers while ensuring high-quality, timely service. ESSENTIAL JOB FUNCTIONS: Acts as the point of contact with the customer on assigned accounts. Maintains successful, long-term business relationships. Provide all needed responses and communications in a timely manner directly to the customer or through engaging the appropriate resources. Manage and communicate to customers on expectations, needs, problems, and updates on product availability, special requests, and new developments. Research and confirm results for customer inquiries that may include expediting, support functions, billing problems, change order requests, quality engineering and compliance issues. Performs Customer Service Administrative activities including documenting complaints and maintaining customer files in accordance with quality management requirements. Investigates and resolves claims or complaints by collecting information and engaging the appropriate channels. Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints through completion. Provides technical support to customers or engages appropriate parties to resolve customer reported technical issues. Proposes changes in methods and/or procedures to improve efficiency and the quality of service. Coordinates with shipping and maintains logistical contacts to support sales, clinical, service and repair functions. NON-ESSENTIAL JOB FUNCTIONS: Performs other duties as required. POSITION REQUIREMENTS: Works independent, with minimal direction, reporting to the Customer Service Manager. Interfaces routinely with all plant and department functions including support, quality, engineering, manufacturing, sales/marketing. Proficient in MS Suite and Outlook; experience with ERP, PLM, and CRM programs – Infor, Teamcenter and Salesforce a plus. Able to handle high volume of telephone and email communications and respond to completion customer concerns. Excellent verbal and interpersonal communication skills. Dependable with strong organizational skills and detail-oriented perspective Technical aptitude and the ability to understand and provide technical and sometimes complex responses in layman’s terms for customers. Good at troubleshooting and problem solving, and analytical in nature. Ability to handle pressure-filled situations in a professional and customer friendly manner. Ability to prioritize, multi-task and work in a task-oriented environment. Positive attitude, flexible and responsive to changing situations. Ability to work extended hours on occasion while able to keep scheduled hours. EDUCATION: Bachelor’s Degree preferred or equivalent experience. 3-5 years’ experience as a customer service representative PHYSICAL REQUIREMENTS: Prolonged periods of time sitting or standing at a desk working on a computer. Ability to lift a minimum 25 pounds (at times or on a regular basis). #J-18808-Ljbffr