Order Management and Returns Specialist

Order Management and Returns Specialist

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:

As a Order Management and Returns Specialist, you play a pivotal role in ensuring a smooth and satisfying subscription experience for our customers. This dynamic position requires strong critical thinking, independent decision-making, and a proactive mindset to navigate complex challenges with confidence.

In this role, you will take ownership of subscription data entry, returns, credits, and service activations/deactivations. You'll continuously seek out opportunities to improve processes and elevate customer satisfaction through innovative, efficient solutions.

As a subject matter expert, you'll collaborate across internal teams and external partners to resolve sophisticated customer issues and streamline operations. Your ability to assess situations, anticipate needs, and implement effective strategies will be key to driving performance and exceeding expectations.

Responsibilities:

Expert Customer Support:

• Provide expert guidance on contracts and subscriptions, including orders, credits, renewals, amendments, billing, and service delivery.
• Independently resolve customer inquiries with a focus on satisfaction and efficiency.
• Communicate solutions clearly and effectively using a customer-first approach.

Independent Issue Resolution:

• Troubleshoot and resolve billing discrepancies, service disruptions, and account access issues.
• Demonstrate autonomy in problem-solving, escalating only the most complex cases.
• Apply advanced critical thinking to deliver timely and effective resolutions.

Subscription Data Management:

• Collect and analyze customer data to proactively identify needs and prevent recurring issues.
  Educate customers on self-service options to enhance their experience.
• Manage daily operations for RMAs and subscription transactions with precision and speed.

Strategic Documentation & Reporting:

• Accurately document all support interactions in Salesforce.
• Provide actionable insights and updates to leadership and stakeholders.
• Monitor and report on trends to support continuous improvement and decision-making.
  Cross-Functional Leadership
• Collaborate with internal teams, developers, and external partners to improve processes.
• Identify service delivery gaps and lead initiatives to close them.
• Drive enhancements that elevate customer satisfaction and operational performance.

Continuous Improvement:

• Offer strategic feedback on tools, workflows, and procedures.

• Lead efforts to identify inefficiencies and implement innovative solutions.
• Support a culture of learning and growth within the team.

Adaptability & Initiative:

• Respond effectively to changing business needs and customer demands.
• Maintain a positive, proactive, and customer-centric attitude.
• Take initiative to address emerging challenges and opportunities.

Performance Excellence:

• Consistently meet or exceed KPIs for customer satisfaction, response time, resolution rate, and accuracy.
• Demonstrate accountability and commitment to high performance standards.
• Contribute to a results-driven and collaborative team environment.

Requirements:

• Minimum 2 years' experience in customer service or help desk roles; four-year college degree preferred.
• Proven ability to deliver quality service and independently manage complex tasks.
• Exceptional written and verbal communication skills.
• Advanced computer proficiency, including Microsoft Office, Salesforce, QAD, Outlook, TEAMS, and Zoom.
• Demonstrated ability to work proactively, independently, and manage time effectively.
• Innovative thinker with a track record of developing independent solutions to diverse challenges.
• Strong customer focus and service-oriented mindset.
• Flexibility to work varied shifts, including evenings, weekends, and overtime as needed. Shift can be assigned any time between 8AM and 8PM EST.
• Superior multi-tasking skills and attention to detail.
• Advanced critical
  thinking, problem-solving, and prioritization abilities, with a commitment to
  independent ownership of responsibilities.

Salary Range: $50,000-$52,000, eligible 7% annual bonus

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.