Customer Excellence Specialist, Professional Care, US (Retailers, Distributers, Hospitals - Phones) at Medela LLC in Mchenry, Illinois

Job Description:

CUSTOMER EXCELLENCE SPECIALIST, Professional Care (Retailers, Distributers, Hospitals)

Onsite, Monday – Friday, 8:30 a.m. – 5:00 p.m.

Before you apply, please learn about us and what we do.

Are we right for you? Are you right for us?

Please go to https://www.medela.com/company/medelacares to learn about us.

Medela is seeking a Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals)

• You have a passion for customer service and communication, especially with high-volume clients.


• You bring experience in maintaining customer records, managing orders, and ensuring compliance with service requirements.


• Your customer-centric approach helps you understand and address the full scope of any situation.


• You excel in fast-paced environments and have a keen attention to detail.


• You possess strong skills in ERP, CRM and phone systems.


• You have experience working in a call center environment.


• You seek a company that values both its customers and employees.

This position requires an on-site presence in McHenry, IL, with the opportunity to move to a hybrid schedule once fully trained.

What We Offer our Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals)

• Comprehensive benefits plan, which is affordable to our employees


• 401K with match


• Pension Plan


• 16-week Paid Parental Leave


• Generous PTO package, plus 14 paid holidays
  


• A great place to work!

Education/Experience Requirements – Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals)

• Minimum one year experience as a Customer Service Representative preferred but not required; measured by metrics desired


• Strong multi-tasking and computer skills to navigate multiple systems


• Ability to cope with a fast-paced environment


• Ability to resolve issues using problem solving logic and troubleshooting skills


• Flexible and team oriented


• Excellent verbal and written communication skills


• Ability to manage multiple conflicting priorities


• Experience working in an environment with global objectives


• Must be able to read, understand and communicate in English

Essential Job Responsibilities for the Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals)

• Accurately collect and enter detailed account order placement

• Support order logistic and follow up management; including order status and tracking. Professionally resolve issues by phone in accordance with company policies and procedures


• Actively participate in continuous improvement to systems, identifying opportunities to enhance the quality of service and customer interactions


• Professionally interact and engage with patients and clinicals to ensure proper product resolution


• Promptly, responsibly, and accurately handle phone calls per the departmental protocol while considering the best interests of Medela and our customers


• Conduct detailed product resolution specific to warranty guidelines


• As part of continuous quality improvement, document customer interaction and report suggestions and complaints including any instance of injury


• Collect and maintain customer records as part of the customer relations management software


• Investigate and resolve product and return inquiries; including product services


• Routinely achieve department metrics


• Research order fulfillment requests and investigates status inquires


• Actively assist in problem solving; achieve first call resolution

This is not a job description. More details will be provided regarding the functions of this position.

At Medela, you will be joining a global community of colleagues, united by the purpose that drives our business: helping people. Medela exists to advance human health and well-being through knowledge-based and innovative human milk and medical vacuum solutions.
 

Our employees are empowered to serve this purpose in a family-owned company that is growing rapidly around the world. We value intensive exchanges, diverse perspectives, and unbureaucratic decisions. You will have the opportunity to develop at an international level and witness the direct impact your work has on our company’s success.
 

If you are interested in this opportunity, we are looking forward to receiving your application.
For this position we only consider direct applications - thank you for your understanding.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, citizenship, sex, protected veteran status, age, physical or mental disability, medical condition, HIV/AIDs status, marital status, domestic partner status, sexual orientation, gender identity (transgender status), weight, height or any other characteristic protected by federal, state, or local law or ordinance.

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