The Job Responsibilities
In accordance with Company guidelines and requirements, provides world class customer service in the Draeger Call Center (Triage), supplying products and services to customers in the US. Work hours - Monday - Friday 9:30 AM - 6:00 PM ET.
Identify and assess the needs of customers who call the Triage Customer Service Center, asking probing questions as needed. Supply product, pricing and availability information to the customer; enter orders into SAP; and check status of orders. Provide order confirmations with close attention to accuracy and detail. Determine if call should be escalated; complete service tickets for all escalated calls.
Resolve customer complaints, conducting research to determine an appropriate solution. Follow up with customer on a timely basis to ensure effective resolution of the complaint.
Coordinates closely with Credit and Collections to determine credit status of the customer and facilitate order releases as appropriate. Issues order credits and debits as needed.
Follow policies, procedures and guidelines to drive Customer Satisfaction and to ensure compliance with company objectives.
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.
Backs up Order Fulfillment and Credit as needed.
Performs other duties as needed and assigned.
High school diploma or equivalent combination of education and work experience.
Minimum three (3) years customer service experience required; call center experience preferred.
Must be adept at using a computer and specialized software
MS Word and Excel experience required
SAP experience preferred
Must have excellent customer service skills & demeanor
Strong verbal communication skills required
Basic problem solving skills required
Office environment. Must remain at workstation to take calls and process customer requests
The Draeger Workplace
In North America, Draeger employees over 1,400 employees working in our major sites in the United States and Canada (in the US: Andover, MA; Telford, PA; Houston / Coppell, TX, and in Canada: Mississauga, ON), including our Sales and Service workforce employees from coast to coast.
Our US headquarters located north of Philadelphia in Telford, Pennsylvania is our US manufacturing site for our Neonatal product line supplying many global customers as well as production support for Draeger’s Safety products. This location also serves as the key site for essential US functions which includes Medical Sales and Service Management, Medical Marketing, Legal, Compliance, Regulatory, Quality and Finance.
Equal Opportunity Employer – Disability and Veteran
Who we are
Draeger is a leading international company in the fields of medical and safety technology. Whether in clinical applications, in industry, mining or emergency services: Draeger products protect, support and save lives. That's what our more than 13,000 employees have been striving for - every day for almost 130 years. Dräger - Technology for Life ®
Education & Training
Health center and gym