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Customer Service Representative


Summary:

Provides order entry and telephone support to internal and external Natus customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES Responsible for providing first call resolution to customer in customer contact center, establishing customer satisfaction and loyalty. In addition to handling calls, job responsibilities will include assisting Team Lead with day to day operations of the department. Specific duties include:
Establish collaborative relationships with key staff members in other departments such as manufacturing and sales to ensure customer order process is flawless.
Review current processes, suggest and implement improvements.
Assist team members with procedural and operational questions they may encounter during a non-routine call.
Take ownership of customer calls, explaining processes, placing order or routing to technical support, offering further assistance and follow up as appropriate.
Following up with customers directly on all urgent orders to ensure delivery within expected time-frame.
Following up on orders that have not shipped, advising customers of new delivery dates if necessary.
Investigate and resolve billing discrepancies raised by customers, collections, or company personnel.
Facilitate return of goods using processes, including coordination of replacement products if necessary.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
College preferred, Associate's degree (A.A./A.S.) or equivalent from a two-year college or technical school; or 1-2 years customer service and administrative related experience, or equivalent combination of education and experience including medical device experience.

Other Skills and Abilities
PC experience (MS Word, Excel, Clientele) required
Ability to prioritize and manage multiple tasks




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