Customer Service Representative

The CSR Specialist II representative maintains a high standard of exceptional customer service by following established procedures and policies when processing orders, utilizing their experience to make judgement calls in ambiguous scenarios, troubleshooting internal and external issues, and effectively communicating with our customers.

Primary Duties and Responsibilities: (include, but not limited to):

• Routinely interacts with customers taking daily parts and equipment orders; may include international customers as well as domestic customers.
• Answers intermediate technical questions surrounding DCI’s product line.
• Proven high level of accuracy when handling customers’ orders.
• Maintains professionalism while ensuring DCI’s strategic statements are met.
• Reports customer issues and on-time delivery issues daily.
• Completes RMA process when necessary and communicates to customer to ensure completion in a timely manner.
• Control upkeep of all sales records.
• Utilizes CRM system to capture pertinent data.
• Creates and maintains reports as needed.
• Handles difficult customer situations professionally and fairly.
• Customer outreach: makes outgoing calls and emails to customers as needed.
• Attends trade shows and travels to customer locations as needed.
• Actively participates in inter-departmental meetings.
• Balances daily departmental goals with assigned long-term projects
• Works closely with Production and Shipping teams in a constructive manner to ensure our customers’ requirements are met.
• Supports Marketing team with projects and feedback.
• Specializes in all areas of customer care: export documentation, Country of Origin certificates, shipping logistics, scheduling, direct communication with DCI Edge Sales Reps.
• Acts as a customer advocate internally at DCI.
• Assists CS Supervisor and Regulatory team with regulatory request from international and domestic customers.
• Basic understanding of medical device regulations.

Skills and Educational Requirements:

• Minimum 2 years previous experience in Customer Service.
• Strong problem-solving and decision-making skills.
• Requires the demonstrated ability to effectively communicate with all levels of the organization.
• Previous experience in assembly and shipping of DCI products preferred.
• Ability to work under pressure and maintain a pleasant demeanor.
• Ability to make quick and accurate decisions based on information collected.
• Ability to speak clearly and confidently in a positive manner when interacting with customers.
• Strong technical and mechanical aptitude.
• Possess organizational skills with the ability to multi-task.
• Proficient with Excel, Word, Outlook & Windows, and CRM systems.
• Outstanding verbal communication skills and strong telephone etiquette.
• Good command of the English language including writing and spelling.
• Available for possible travel 1-3 times per year.

Physical Requirements:
Must be able to sit for long periods of time at a computer workstation.