Senior Customer Service Representative (Addison, IL)

Empowering careers at ARJO

At Arjo, we know what moves us. We go above and beyond for people facing mobility challenges. We take every opportunity to work and grow as one team and take pride in sharing our knowledge and experience. Does that sound like something that moves you too?

This could be your opportunity to begin a challenging and rewarding career in a healthcare company that empowers movement for people with mobility challenges.

What moves you?

Come join dedicated people in pursuit of changing lives for individuals with health and mobility challenges. Develop your skills alongside industry professionals serving your community every day!

Arjo welcomes people from all backgrounds and walks of life. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who share a passion for improving people's lives. We believe our people make all the difference in cultivating an inclusive, relatable culture that welcomes ideas, encourages innovation, and values belonging.

Our Total Rewards programs reflect who we are as an organization and the value we have in our people. Our programs support our dedication to open communication, ethical behavior and safety, and growth and development of our employees.

• Base pay range $23-$27 per hour 
• Benefits – Competitive medical, vision, dental, etc. insurance and award-winning 401k plan.
• Paid time-off – vacation, 12 holidays (8 standard/4 floating), birthday and voluntary days off.
• Paid Training and Development - We support the development and growth of our employees through constant growth opportunities.

Arjo's Senior Customer Service Representative is a lead/mentor role that will be responsible for identifying recurring issues in customer interactions and provides the Customer Service team with resources to improve the quality of service.  

You will provide positive and constructive feedback to Arjo's current Customer Service team to strenghten knowledge and reduce further errors.  All of this will be in partnership with other Arjo departments to provide the best possible services to all customers (internal and external) and maximize their experience while balancing customer satisfaction with the Company’s best interests.

Day-to-Day Acitvities: 
•    Provides full support of back office processes.  
•    Drives daily maintenance of workflow in SAP; handling IDOC errors, pricing discrepancies, etc.
•    Remains up-to-date with SAP / EDI / CPQ processes.
•    Processes specialized orders such as but not limited to Diligent, eCat, Demo/Trial/Trunk Stock, Ceiling Lift when requested.
•    Provides customers with general product information, appropriate lead times, product availability, ship dates, freight rates, tracking shipments and providing proof of deliveries.  
•    Identifies trends in customer feedback/issues and, by working with the Customer Care manager, communicates these throughout the Company. Suggests business improvements and solutions wherever possible.
•    Verifies all orders for accurate pricing and terms before order entry. Sends Customer Order Acknowledgements to customers within one day of order entry.
•    Identifies and solves customer service issues (e.g. billing) by working across departmental lines and using business knowledge and common sense.
•    Identifies underlying issues/barriers to payment when receivables collection issues surface (disputes), suggests a payment plan if appropriate and brings customer up-to-date. Recognizes when issues are beyond scope of job and brings to the attention of the appropriate specialist.

Qualifications:
•    Must have a high school diploma or GED. Associate's degree or equivalent work experience preferred.
•    1 or more years of Call Center experience...working with complex call center phone systems. 
•    Proficient with MS Office applications (Excel, PowerPoint, Word and Outlook); ERP systems experience preferred.
•    Experience in the Medical Device or Healthcare industry is a plus.
•    Strong verbal and written communication skills.

EOE AA M/F/Vet/Disability: Arjo Inc. is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, age, national origin, disability, military service, protected veteran status, genetic information, sex, sexual orientation, gender identity, or any other characteristic protected by federal, state or local law.

Please review the U.S. Department of Labor EEO Is the Law Poster, EEO Is the Law Supplement and Pay Transparency Nondiscrimination provision here: https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Qualified Applicants who require a reasonable accommodation for any part of the application and/or hiring process may contact us through the following email address: application.accommodations@arjo.com

About Arjo

At Arjo, we believe that empowering movement within healthcare environments is essential to quality care. Our products and solutions are designed to promote a safe and dignified experience through patient handling, medical beds, personal hygiene, disinfection, diagnostics, and the prevention of pressure injuries and venous thromboembolism. With over 6500 people worldwide and 65 years caring for patients and healthcare professionals, we are committed to driving healthier outcomes for people facing mobility challenges.

For more information about Arjo visit www.arjo.com