Customer Care Specialist

Job Description

Job Description

COMPANY DESCRIPTION

At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us!

POSITION SUMMARY

The Customer Care Specialist plays a key role in delivering exceptional service and support to our clients. This position is responsible for handling inquiries, resolving issues, and ensuring customer satisfaction across all touchpoints. With a strong Customer First mindset , the specialist builds trust and long-term relationships by actively listening, communicating clearly, and providing timely, effective solutions. This role requires excellent interpersonal skills, attention to detail, and the ability to work collaboratively with internal teams to enhance the overall customer experience. The ideal candidate is empathetic, resourceful, and committed to exceeding customer expectations. This position is fully onsite with the possibility to gain one day a week from home dependent on successful completion of training and high performance. Our team consistently works 40 hours a week from Monday-Friday.

POSITION QUALIFICATIONS

Knowledge, Skills, & Abilities: 

• Working knowledge of ERP systems required (e.g., Great Plains, Sales Pad, or SAP)
• Working knowledge of Microsoft Outlook, Teams, SharePoint and other Microsoft tools. 
• Ability to anticipate customer needs and act proactively to address them
• Familiarity with tracking packages via provider websites (e.g., UPS, FedEx).
• Successful working experience in a customer care role required.
• Ability to thrive in a fast-paced environment with high output.
• Excellent written and verbal business communication skills.
• Capable of managing multiple projects/systems simultaneously.
• Understanding of and experience in a customer care position serving business-to-business customers. Experience with a manufacturer required; medical device manufacturing industry preferred but not required.
• Bilingual, written and spoken, is a plus.

Level of Experience: 

• 1+ year in a corporate customer service role preferred.

Level of Education: 

• High School Graduate. A College or Trade School Diploma is a plus but not required.

Travel:

As the business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Accountable for rapid, accurate, and well-communicated management of customer orders from AirLife’s Distribution Channel, including:

• Manual order entry and EDI transactions for direct, OEM customers, and distributors.
• Order lifecycle support within an ERP system.
• Call and email handling: order placement, status updates, tracking, and general inquiries.
• Provide support to Customers, Sales, Finance, and Supply Chain Teams.
• Process all customer inquiries within 24 hours of receipt.
• Recognize and escalate potential product complaints received through any channel, in accordance with the applicable complaint handling procedure.
• Deliver sales support, including order status updates and general inquiries.
• Exceed customer care metrics minimums.
• Other duties as needed: assist with returns, billing and invoicing inquiries, customer analysis, rapid support of a field sales business needs and problem resolution.
• Constantly seeking better, faster and more efficient continuous improvement opportunities.

OTHER RESPONSIBILITIES

• Uphold and embody AirLife’s values in all aspects of work.
• Soft skills champion.
• Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety. 
• Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
• Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
• Contribute to building and maintaining a positive team environment.
• Assure all policies and guidelines are implemented and followed.

QUALITY POLICY

At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements.

DEIA STATEMENT

At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.

Please note: The responsibilities outlined above are not exhaustive and may evolve over time. The role holder may be required to undertake additional duties as reasonably expected to meet the needs of the company.

Benefits

AirLife offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k), paid time off, paid holidays, bereavement leave, Employee Assistance Program resources, and medical leave benefits, subject to applicable eligibility requirements. Certain positions may also be eligible for bonus, commission, or other incentive compensation.