Job Information
Skytron LLC Customer Service Representative - Capital Equipment (Hybrid) in Grand Rapids, Michigan
Join a team that improves patient outcomes, through innovative and flexible solutions to the acute care market! When you work for Skytron, you get so much more than a job, including:
- Hybrid work arrangement
- Comprehensive benefits package, beginning day one
- Annual Pool Bonus
- Paid vacation, personal days, and holidays
- 401(k) and Profit sharing
- Tuition reimbursement program
- Onsite gym
- Family-owned and operated business
As the Customer Service Representative, you will:
- Review and interpret equipment job files, entered by the Customer Service Specialist, including: purchase orders, quotes, delivery requirements, and other authorized representative/customer specifications
- Communicate with assigned authorized representatives throughout the equipment order fulfillment process, ensuring orders are on track for scheduled delivery
- Work closely with key stakeholders to verify inventory status, shipping and delivery requirements, and other customer specifications for equipment orders
- Coordinate shipment activity, including but not limited to: preparation of shipping documentation, notification and confirmation of shipment, coordination of equipment returns, and processing freight claims for damaged products
- Enter bill of material and quote data lines into ERP system, recording any discrepancies with the original quote or purchase order
- Work closely with assigned authorized representatives to resolve any discrepancies that may arise after customer approval of product configurations
- Respond to inquiries from customers and authorized representatives related to order status, inventory availability (through the feasibility process), pricing, and freight estimates
- Provide return authorizations related to capital equipment and demo equipment, determining the proper credit due and inventory disposition for each item
- Process authorized representative orders for parts and supplies received via fax or email. Provide customer support and enter orders from customers via call center
- Handle post-shipment billing of equipment orders to customers and authorized representatives, recording any final adjustments that may occur
- Work with internal Credit Analysts to create revised invoices, as needed
- Work on behalf of authorized representatives and customers to resolve order issues, such as inventory availability and other time-critical challenges
For success in this role, you will:
- Capably handle required administrative functions
- Verify work to ensure accurate results, requiring minimal rework
- Follow work instructions, procedures, safety guidelines, and company policies
- Meet productivity standards
- Listen to others, expressing ideas, both orally and in writing
- Give customer needs priority, responding quickly to concerns and demonstrating a desire to assist others
- Be internally motivated and work well with minimal supervision
- Devise workable solutions or consult with secondary resources to devise solutions
- Have a college degree or 3-5 years of relevant experience serving the needs of customers in retail, wholesale, or manufacturing environments
- Have 1-3 years of demonstrated success in customer service, order fulfillment, or project coordination or facilitation (strongly preferred)
- Be proficient in Microsoft Office programs, including: Word, Outlook, PowerPoint, and Excel
- Previous experience with an MRP / ERP system (strongly preferred)
- Have the ability to handle multiple projects at once, work under pressure, and meet deadlines