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): 

Customer Solutions Specialists ensure a seamless experience for our customers in a dynamic, fast-paced environment. They achieve this by providing comprehensive product information, managing order placements, and addressing customer inquiries effectively. As employees gain expertise across various departmental functions, they become cross-functional, adapting to meet evolving 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 in US and Canada.Handle inbound and outbound communication via phone, email, or chat 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, etc.Enter and process orders received via phone, email, or fax, with accuracy. 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.Provide over the phone assistance with product assembly and parts inquiriesUtilize 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.Work closely with other departments, such as the Tech, Product Management and Credit Dept. Bilingual in French and English to help service our customers and our Sales Team (Canada only).

 

Competencies:

Customer Focused Prior customer-facing experience preferredExcellent communication and problem resolution skillsExcellent computer skills, including knowledge in Microsoft Systems, SAP experience helpfulQuick learner, able to think on feet and find innovative solutionsEmpathy, patience, listening skills Career minded individual with ability to work flexible hours (generally M-F between 9AM-6PM EST)Maintain a Scorecard of an A/B average to be considered for promotion

 

 

Reporting Relationships and Supervision:

The position will report to the Customer Solutions Supervisor/Manager.

 

Education and Experience:

High school diploma or equivalentExperience in Customer Service preferred

 

Why Apply to Drive DeVilbiss…

Competitive Benefits, Paid Time Off, 401(k) Savings Plan, opportunity for growth

 

 

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, or local law. Drive DeVilbiss complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.