Customer Success Rep

We're hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle "Technology for Life".

The Customer Success Rep will identify and assess the needs of customers who call the Customer Success Center, asking probing questions as needed. Supply product, pricing and availability information to the customer; enter orders into SAP or Tangro; and check status of orders. Provide order confirmations with close attention to accuracy and detail, including input of correct data in SAP to ensure automatic order confirmation. Determine if a call should be escalated; complete service tickets for all escalated calls. Using in-depth SAP skills, accesses, processes & records information for managing complex transactions.

• 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.
• Follow policies, procedures and guidelines to drive Customer Satisfaction and to ensure compliance with company objectives.
• Coordinate closely with Credit and Collections to determine credit status of the customer and facilitate order releases as appropriate. Issue order credits and debits as needed.
• Process and prepare quotation requests from both Sales and customers using customer specific pricing and or marketing promotions. Follow and adhere to the DOA, set policies and quoting procedures.
• 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.

As applicable:

• Monitor the EDI orders and ensure they have been received in our system. Verify the pricing, customer information and unit of measure. Contact customer of any discrepancies.
• Maintain current tables of exceptions to the EDI rules, to ensure manual processing of those orders thus eliminating errors. Clean up data as needed.
• Continuing education on the EDI system and any changes that take place. Assist customers with on-boarding, questions or concerns with their orders in regards to the system.
• Work closely with the Sales Coordinator/EDI Specialist on issues and concerns regarding the EDI system.

As applicable:

• Retrieve, process and complete necessary steps for ECAT / Government procurement platforms parts / consumable orders or be proxy to EDI and ECAT / Government procurement platforms order processing.
• Provide information requested by Distributors: part number, price, unit of measure, country of origin etc.
• Act as a consultant to assist customers in purchasing decisions related to products and which are best suited for certain applications.
• Configure equipment orders to specification as submitted on customer purchase orders.
• Process incoming FOA/ Warranty, Service and Unused requests from customers.
• Manage Service inquires starting with receipt of equipment through invoice generation.
• Prepare COC, Certificate of Calibration, documents as required.
• Performs other duties as needed and assigned.

Education:

High school diploma required or equivalent combination of education and work experience.

Related Experience:

• Minimum five (5) 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

Special Competencies or Certifications:

• Must have excellent customer service skills & demeanor
• Strong verbal communication skills required
• Ability to process information and make corresponding decisions is required
• Experience with or ability to master a wide range of processes and interaction with other departments

Benefits

Drager is responsible for life. The lives of our employees are especially important to us, therefore, Drager believes in fostering a culture that places the focus on employee health & wellbeing, both in the office and at home. We offer a generous benefits package that includes, comprehensive medical, dental & vision coverage, paid time off starting at 4+ weeks per year, tuition reimbursement, 401k match, wellness and employee support programs, life insurance and more. Drager also offers localized perks such as free parking and onsite gym with fitness instructors and classes, full-service cafeteria, and game room at select locations.

EEO is the Law

Draeger is an Equal Opportunity Employer. To learn more: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)

From hospitals to fire departments to industrial customers, people around the world rely on our products: cutting-edge technology that combines real engineering with the digital future. With over 130 years of experience, passion and the bold ideas of more than 16,000 employees, we are committed to turning technology into technology for life.

Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario.