Remote Customer Solutions Specialist Canada

3 weeks ago

Vaughan, Canada Drive Medical Full time

**Who is Drive DeVilbiss**

Drive DeVilbiss 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 80 countries around the world.

**_ “Leading the World with Innovative Healthcare Solutions that Enhance Lives”_**

**Summary (Major Purpose of the Role)**:
Drive Devilbiss is a place where employees and management exist to enhance the quality of life of the people we touch. Customer Solutions Specialist/Expert is responsible for ensuring effortless experience to our customers in a fast-paced environment, by providing product information, placing orders, and finding solutions. As employees acquire knowledge across all areas of the department, they become cross-functional to fit business needs.

**Main Activities/Responsibilities**:

- Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns, and assist with all their customer service needs.
- 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, etc.
- Provide product availability and manage customer backorders as needed.
- Support the sales team by providing assistance with their daily service needs.
- Follow up as needed to ensure accuracy and effortless customer experience.
- Diagnose product malfunctions and recommend solutions
- 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 established KPIs.

**Competencies**:

- Customer Focused
- Prior customer-facing experience preferred
- Excellent communication and problem resolution skills
- Excellent computer skills, SAP experience helpful
- Quick learner, able to think on feet and find innovative solutions
- Ability to diagnose product malfunctions and recommend solutions
- Career minded individual with ability to work flexible hours (generally M-F between 8-8)

**Education and Experience**:

- High school diploma or equivalent
- Experience in Customer Service preferred

Competitive Benefits, Paid Time Off, RRSP Savings Plan

“Drive DeVilbiss is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. Drive DeVilbiss 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, provincial or local law. Drive DeVilbiss complies with applicable state, provincial and local laws governing nondiscrimination in employment in every location in which the company has facilities.”

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