Customer Service Representative

GN Hearing Care Corporation

Bloomington, MN


Position: Customer Service Representative

Reports to Title: Manager of Customer Experience

Department/Division: Costco/Key Accounts

Primary Work Location: Bloomington, MN

Job Code/Classification Non-Exempt

Position Overview

The Customer Service Representative is the first point of contact for telephone calls, faxes, and emails. Representative provides exceptional internal and external customer service by performing the following duties.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Handles customer inquiries with regard to order status and delivery dates, product warranty status, product options and specifications, dispenser referrals, etc.
  • Fulfill stock product and accessory orders.
  • Collaborates with Sales personnel by proactively contacting customers to discuss and resolve sales and service issues.
  • Utilizes salesforce.com to document customer interactions, file and distribute customer complaints to appropriate departments and provide feedback to the customer with regard to process improvements made and/or service action taken.
  • Researches and resolves issues regarding mis-shipments, finance matters, and history of devices.
  • Provides internal customer service support for manufacturing facility by contacting customers for order clarification, communicating necessary changes made to custom orders, and follow-up with regard to commitments made regarding product delivery.
  • Performs special projects as assigned.

Competencies (Knowledge and Skills needed for this position.)

  • Excellent telephone etiquette including exceptional professionalism, compassion, and problem resolution skills.
  • Strong communication skills both verbal and written.
  • Strong organizational skills
  • Ability to work in a fast paced, multi-tasking environment.
  • Computer skills

Desired Qualifications

Required Education: High School Diploma or equivalent required.

Preferred Education:

Experience:

  • Minimum of two years of experience in customer service, sales, or account management
  • Medical device customer service preferred.

Travel: Occasional Travel

Other: N/A

Other Information

Direct reports: N/A

Indirect reports: N/A

Working Environment: Hybrid, Combination of Office and Remote Work

Physical Demands: Sitting, Standing, Typing,

Position Type and Expected Hours of Work: Monday – Friday standard business hours, occasional rotating Saturday hours. Hours may vary.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer

GN Hearing is an equal opportunity/affirmative action employer committed to cultural diversity in the workplace. GN Hearing openly supports and is fully committed to the recruitment, training and promotion of all individuals, without regard to race, color, creed, religion, national origin, ancestry, sexual orientation, disability, age, gender, maternity, marital status, status with regard to public assistance or any other classification protected by state, federal or local law or ordinance. Founded in 1869, GN group today operates in more than 90 countries across the world and has more than 6,000 employees. View The EEO is the Law poster and its supplement.

E-Verify

GN Hearing / ReSound participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail bloomington-humanresources@gnresound.com. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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