Customer Solutions Specialist

Company Overview Drive Medical has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high‑quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long‑term care, retail, and e‑commerce channels in more than 100 countries around the world. Summary (Major Purpose Of The Role) Drive Medical is a place where employees and management exist to enhance the quality of life of the people we touch. The Customer Solutions Specialist (Canada) is responsible for ensuring an effortless experience for our customers in a fast‑paced phone environment by providing product information, placing orders, and finding solutions. As employees acquire knowledge across all areas of the department, they can become cross‑functional to fit business needs. Schedule Monday – Friday 9:30 AM – 6:00 PM (EST) Main Activities / Responsibilities Resolve customer and sales rep inquiries; explain product features, provide quotes, process orders, returns, and assist with all customer service needs in the US and Canada. Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner. Handle inbound and outbound communication via phone in a helpful, professional, and courteous manner. Resolve all customer‑related inquiries and issues with extreme accuracy and efficiency. Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back‑ordered. Enter and process orders received via phone with accuracy. Provide product availability and manage customer back‑orders, as needed. Support the sales team by aiding them with their daily service needs. Follow up as needed to ensure accuracy and an effortless customer experience. Provide over‑the‑phone assistance with product assembly and parts inquiries. Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems. Achieve performance goals on a consistent basis and meet established KPIs. 1‑2 years’ experience in the position is required to be considered for promotion. Competencies Customer focus. Prior customer‑facing experience preferred. Excellent communication and problem‑resolution skills. Excellent computer skills, including knowledge of Microsoft Systems; SAP experience helpful. Quick learner, able to think on feet and find innovative solutions. Empathy, patience, listening skills. Career‑minded individual with ability to work flexible hours. Maintain a scorecard with an A/B average to be considered for promotion. Reporting Relationships And Supervision The position reports to the Customer Solutions Supervisor/Manager. Education and Experience High school diploma or equivalent. Experience in customer service preferred. Benefits Competitive benefits, paid time off, 401(k) savings plan. Pursuant to New York law, Drive Medical provides a salary range in job advertisements. The pay range for this role is $19.00 – $21.00 per hour. Actual salaries may vary based on experience, specialization, education, and company requirements. The provided salary range does not include bonuses, incentives, differential pay, or other forms of compensation or benefits that may be offered. Equal Employment Opportunity Statement Drive Medical is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. Drive Medical strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law. Drive Medical complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. #J-18808-Ljbffr