Customer Success Rep

Customer Success Representative

This position is fully remote-Monday-Friday 9 : 30am-6 : 00pm EST. The Customer Success Rep will identify and assess the needs of customers who call the Customer Success Center, asking probing questions as needed. Duties of the role include :

• Supply product, pricing and availability information to the customer; enter orders into SAP or Tangro; and check status of orders.
• Provide order confirmations with close attention to accuracy and detail, including input of correct data in SAP to ensure automatic order confirmation.
• Determine if a call should be escalated; complete service tickets for all escalated calls.
• Using in-depth SAP skills, access, process & record information for managing complex transactions.
• Resolve customer complaints, conducting research to determine an appropriate solution.
• Follow up with the customer on a timely basis to ensure effective resolution of the complaint.
• Follow policies, procedures and guidelines to drive customer satisfaction and to ensure compliance with company objectives.
• Coordinate closely with Credit and Collections to determine credit status of the customer and facilitate order releases as appropriate.
• Issue order credits and debits as needed.
• Process and prepare quotation requests from both Sales and customers using customer specific pricing and or marketing promotions.
• Ensure proper prioritization of orders, providing high priority service for problem solving and other urgent calls.
• Coordinate with Order Fulfillment for resolution of out of stock items.
• Monitor the EDI orders and ensure they have been received in our system. Verify the pricing, customer information and unit of measure. Contact customer of any discrepancies.
• Maintain current tables of exceptions to the EDI rules, to ensure manual processing of those orders thus eliminating errors.
• Continuing education on the EDI system and any changes that take place.
• Assist customers with on-boarding, questions or concerns with their orders in regards to the system.
• Work closely with the Sales Coordinator / EDI Specialist on issues and concerns regarding the EDI system.
• Retrieve, process and complete necessary steps for ECAT / Government procurement platforms parts / consumable orders or be proxy to EDI and ECAT / Government procurement platforms order processing.
• Provide information requested by Distributors : part number, price, unit of measure, country of origin etc.
• Act as a consultant to assist customers in purchasing decisions related to products and which are best suited for certain applications.
• Configure equipment orders to specification as submitted on customer purchase orders.
• Process incoming FOA / Warranty, Service and Unused requests from customers.
• Manage Service inquiries starting with receipt of equipment through invoice generation.
• Prepare COC, Certificate of Calibration, documents as required.
• Performs other duties as needed and assigned.

Your Qualifications :

The targeted pay range for this position is typically between $21.00-$24.00 per hour. We note that the pay offered is based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. This position is eligible for overtime pay.

Drager Benefits :

Who we are :

We're hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle "Technology for Life". Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario. Draeger is an Equal Opportunity Employer.

Interested? Please, apply directly through our career portal. We look forward to receiving your application. Draeger is an equal opportunity employer, and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, sexual orientation, gender identity, ancestry, national origin, age, disability, veteran status, marital status, or any other characteristic protected by law.