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. GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts. GN was founded more than 150 years ago with a vision to connect the world. Today, inspired by our strong heritage, GN touches more lives than ever with the broadest portfolio of products and services in our history – fostering a sense of community, openness, and understanding. By listening to customers and combining our unique expertise in the human ear, audio, video, and speech, wireless technologies, software, and miniaturization, we transform what it takes to bring people closer to what is important to them. The GN-owned brands that are responsible for bringing these technologies to life: Medical grade hearing technology: ReSound, Beltone, Interton, Jabra Professional collaboration: Jabra, BlueParrott, FalCom Gaming, calls and media: SteelSeries, Jabra Founded in 1869, the GN Group employs 7,000 people and is listed on Nasdaq Copenhagen (GN.CO). GN’s solutions are sold in around 100 countries across the world. If you would like to learn more about us, visit our homepage gn.com or click on our different brands. You can also connect with us on LinkedIn, Facebook and Twitter.
