Medela is seeking a Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals) - PHONES
You have a passion for customer service and communication, especially with high-volume clients.
You bring experience in maintaining customer records, managing orders, and ensuring compliance with service requirements.
Your customer-centric approach helps you understand and address the full scope of any situation.
You excel in fast-paced environments and have a keen attention to detail.
You possess strong skills in ERP, CRM and phone systems.
You have experience working in a call center environment.
You seek a company that values both its customers and employees.
This position requires an on-site presence in McHenry, IL, with the opportunity to move to a hybrid schedule once fully trained.
What We Offer our Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals) - PHONES
Comprehensive benefits plan, which is affordable to our employees
401K with match
Pension Plan
16-week Paid Parental Leave
Generous PTO package, plus 14 paid holidays
A great place to work!
Education/Experience Requirements – Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals) - PHONES
Minimum one year experience as a Customer Service Representative; measured by metrics desired
Strong multi-tasking and computer skills to navigate multiple systems
Ability to cope with a fast-paced environment
Ability to resolve issues using problem solving logic and troubleshooting skills
Flexible and team oriented
Excellent verbal and written communication skills
Ability to manage multiple conflicting priorities
Experience working in an environment with global objectives
Must be able to read, understand and communicate in English
Essential Job Responsibilities for the Customer Excellence Specialist, Professional Care (Retailers, Distributers, Hospitals) - PHONES
Accurately collect and enter detailed account order placement
Support order logistic and follow up management; including order status and tracking. Professionally resolve issues by phone in accordance with company policies and procedures
Actively participate in continuous improvement to systems, identifying opportunities to enhance the quality of service and customer interactions
Professionally interact and engage with patients and clinicals to ensure proper product resolution
Promptly, responsibly, and accurately handle phone calls per the departmental protocol while considering the best interests of Medela and our customers
Conduct detailed product resolution specific to warranty guidelines
As part of continuous quality improvement, document customer interaction and report suggestions and complaints including any instance of injury
Collect and maintain customer records as part of the customer relations management software
Investigate and resolve product and return inquiries; including product services
Routinely achieve department metrics
Research order fulfillment requests and investigates status inquires
Actively assist in problem solving; achieve first call resolution
This is not a job description. More details will be provided regarding the functions of this position.
At Medela, you will be joining a global community of colleagues, united by the purpose that drives our business: helping people. Medela exists to advance human health and well-being through knowledge-based and innovative human milk and medical vacuum solutions.
Our employees are empowered to serve this purpose in a family-owned company that is growing rapidly around the world. We value intensive exchanges, diverse perspectives, and unbureaucratic decisions. You will have the opportunity to develop at an international level and witness the direct impact your work has on our company’s success.
If you are interested in this opportunity, we are looking forward to receiving your application. For this position we only consider direct applications - thank you for your understanding.
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, citizenship, sex, protected veteran status, age, physical or mental disability, medical condition, HIV/AIDs status, marital status, domestic partner status, sexual orientation, gender identity (transgender status), weight, height or any other characteristic protected by federal, state, or local law or ordinance.