Customer Service Representative
Bound Tree Medical (Columbus, Ohio)

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Bound Tree Medical is the leading distributor of emergency medical equipment and related supplies to Emergency Medical Service Units, Fire and Police Departments, and other pre-hospital services throughout the United States. We have approximately 230 employees and are located in Ohio, New Hampshire, California, Arizona, Mississippi, Wisconsin and South Carolina.

Essential Function: 

The primary responsibilities of this position are to take in-bound calls from customers wishing to place orders for medical supplies or place outbound calls to follow up and provide status information to customers. Will process orders, answer customer inquiries and resolve customer problems. This position is responsible for processing orders and the paperwork necessary to satisfy customer requirements.

Primary Responsibilities:

·         Process orders received by mail, telephone, e-mail, or fax; and provide written confirmations upon request.

·         Follow up and provide status information to customers regarding order status and shipments as requested. 

·         Review order for accuracy and make changes to existing orders.

·         Research and resolve billing inquiries

·         Explain products and services

·         Prioritize and organize daily follow-ups to ensure timely resolution

·         Evaluate customer concerns and resolve problems to the customer’s satisfaction.

·         Provide pricing and product availability.

·         Route special orders through appropriate departments for approval.

·         Assist in delivery process, monitor assigned ship dates, coordinate export shipping procedures, communicate any delays with customers, and obtain proof of delivery.

·         Determine and authorize credits, rebills and product returns.

·         Issue invoices for additional freight, changes, lost parts, credit incorrect pricing, etc.

Reports To:

Customer Service Supervisor

Education:

High School Graduate, GED, college a plus              

Experience:

At least 5-7 years of experience in customer service including at least 2 years of call center experience.

Experience working within a distribution company preferred

Skills: 

·         Prefer candidates with knowledge of EMS/Fire/Pre-hospital industry.

·         Always works with honesty and integrity.

·         Able to successfully work in a changing environment 

·         Strong interpersonal skills.  Must be able to develop and maintain cooperative working relationships with customers and co-workers.

·         Ability to accurately assess a situation and identify and resolve customer problems.

·         Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image. Able to diffuse an upset customer and/or an intense situation.

·         Strong communication skills, both written and verbal.  Able to present information and solutions in a professional manner.

·         Strong computer skills.  Basic understanding of MS Outlook, Word and Excel

·         Strong attention to detail and accuracy

·         Able to organize and prioritizes tasks in order to handle call load and still finish other duties.

·         Strong leadership capabilities.  Able to set a positive example for others.

·         Hours are Monday – Friday 11am-8pm.