Senior Customer Care Representation (East or Central) - Breg : Job Details

Are you looking for an exciting opportunity?

We currently have a full-time opening for a Senior Customer Care Representative (East or Central). If you are looking for a fast-paced environment where you can make a difference every day, then this is the opportunity for you!

The right person to join our team is...

Demonstrates ownership and accountability; advanced problem solving and decision-making skills; strong work ethic and integrity; excellent communication skills, both written and verbal; collaboration as well as self-management with the ability to build and maintain positive relationships with internal and external customers; Maintains high ethical standards and professionalism with the ability to handle confidential, private, and sensitive information effectively; preserves individual credibility; and positively influences others. Is results driven; attention to detail, accuracy, and compliance; advanced website agility and selling skills. Must have the ability to read and interpret general business documents and procedures.

This position is responsible for....

The Senior Customer Care Representative is responsible for maintaining and enhancing customer business through order management, customer and sales team support, and problem resolution. This position provides elevated support to team members including training, independent resolution of escalated customer issues, advanced product questions, and product troubleshooting while ensuring a positive customer experience and building customer relationships through timely and consistent communication and follow up. S/he applies thorough understanding of companywide processes to deliver enhanced customer experience to drive sales and loyalty.

Your day will be very busy... you will:

• Supports new hires with ongoing training including advanced product & process knowledge, telephony soft-skills, and new software adaptation and proficiency.
• Supports the customer care team via multiple channels regarding customer inquiries such as order management, product substitution, returns, and custom bracing thru Outlook, eCommerce, and EDI, while maintaining on-time in full (OTIF) service level agreements (SLA).
• Consistently exceeds productivity standards such as overall accuracy, maintaining Service Level Agreement, advanced backorder and backlog order management supporting on time order fulfilment.
• Works as liaison between customer care and other business partners such as production planning, supply chain, logistics, distribution centers, and product management.
• Ensures quality assurance including pricing, approvals, and accuracy while managing customer returns.
• Applies basic understanding of human anatomy to provide quality orthopedic solutions to elevate patient care and ensures product knowledge is up to date.
• Drives process improvement by identifying gaps and collaborating with various departments to deliver a seamless and effortless customer experience.
• Champions customer experience by managing urgent issues and offering tailored solutions.
• Manages special projects and assignments provided by the leadership team in support of the department and company goals effectively and efficiently.

What your background will be:

• Associate degree or an equivalent combination of education and experience is preferred.
• 5+ years of customer service experience in a senior customer care role is highly preferred.
• 4+ years' experience including ERP (Enterprise Resource Planning) CRM (Customer Relationship Management), eCommerce, remote telephony platforms, logistics, and manufacturing background is required.
• 2+ years working remote and maintaining professional environment including high speed internet connectivity and ability to troubleshoot connectivity issues is required.
• Comprehension of basic human anatomy related to orthopedic bracing is required.
• Computer proficient to include web browser/internet search, MS Outlook, Word, Excel, and PowerPoint capabilities. Technical competence includes the ability to learn new software and systems.

What we can offer you...

Our insurance benefits are effective the 1st of the month after your hire date.

• Medical /Dental /Vision plans
• PTO (paid time off)
• Holiday Pay
• Life Insurance / STD / LTD

Hourly Rate Range

$24 - $27

For six consecutive years Breg has been awarded The National Business Research Institute (NBRI) Circle of Excellence Award for employee engagement.

If you meet the requirements above and would like to apply for this position, please visit our website at www.breg.com and click on the 'Careers' section.

Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE/Minorities/Females/Vet/Disabled are encouraged to apply.

Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.