• Job Description

  Req#: R25667

  POSITION TITLE

  Customer Service Representative (B2B)

  REPORTS TO:

  Customer Service Manager

  PRIMARY FUNCTION:

  To provide customer service to hearing clinic accounts. Responsible for handling customer, sales and service issues in a timely and responsive manner. Processing customer orders, researching deliveries, providing product information, and resolving billing issues.

  OBJECTIVES OR GOALS:

  To work in tandem with field sales personnel and interact with other customer service members to provide a high level of customer service support to customers and patients.

  AREAS OF RESPONSIBILITY:

  • Manage the day-to-day business with HCPs in a single point of contact environment.
  • Maintains knowledge of GN customer expectations. Understands the importance of addressing customer requests and resolving any complaints in a timely fashion.
  • Is knowledgeable about order process and fulfills it to completion. Identifies and communicates any customer opportunities
  • Collaborates with Field Sales personnel, Product Management and Customer Service Manager to deliver the expectations of customers and that of GN .
  • Provide telemarketing support, to reinforce current promotions, assist with the communication of new product information, and other related projects.
  • Handle customer telephone calls, emails and faxes.
  • Provide timely, verbal and written communication to HCPs regarding the status of orders, repairs, remakes, and other inquiries.
  • Verifies information such as warranty status, warranty changes and Loss Stolen & Damage applications

  EDUCATION:

  College Education.

  EXPERIENCE:

  2-3 years customer service experience with business to business experience.

  KNOWLEDGE SPECIFICATIONS:

  • Demonstrates a high attention to detail, ensuring the accuracy of work completed.
  • Exercises good judgment in making decisions, considering all the available sources of information and alternatives. Expresses clear and rational reasons for taking a decision.
  • Focusing and guiding others in accomplishing work objectives.
  • Delegates tasks to individuals appropriate to their knowledge, skills, and experience.
  • Provides clear instructions and directions to others.
  • Maintains high quality standards in the output produced and encourages other to meet similar standards. Consistently evaluates work to achieve excellent results.
  • Must understand department structure and point of contact.
  • Proposes new and original ideas, approaches and solutions to problems.
  • Must conform to and understand proper safety regulations regarding processes within the line.
  • Effective communication skills, both verbal and written, as well as basic computer skills (Microsoft Applications and Navision).

  WORKING ENVIRONMENT:

  GN Hearing Care Corporate Office.

  This job description is intended to be a general guideline for applicants, employees and managers. It is not to be construed as an exhaustive list of all duties, expectations or qualifications. This description does not create a contract or guarantee of employment. Management reserves the right to modify job responsibilities, expectations and qualifications.

• About the company

  GN Store Nord A/S is a Danish manufacturer of hearing aids and headsets (Jabra).

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