Customer Service Representative

Remote Customer Service Representative It’s a new day at CAIRE as we pioneer the future of respiratory care with our culture of innovation, collaboration, and dedication.We attribute our success directly to the strength of our exemplary employees. To continue operating at our high standards, we are seeking a dynamic individual with broad based experience and a track record of delivering growth in entrepreneurial environments to serve as a Customer Service Representative.About the Company:CAIRE is a leading global oxygen supply manufacturer with headquarters just north of Atlanta in Ball Ground, GA. Supporting customers in over 100 countries with operating facilities in the US, Germany, Italy, Japan, and China, we offer the most innovative and effective products and services for home care, hospice, long-term care, hospitals, military, and key industrial and environment applications.When it comes to oxygen delivery, we know no boundaries. O2 is what we do!Following its acquisition by Niterra Co, LTD, (formerly NGK/NTK) in 2018, Caire has entered a new phase of innovation and growth around the globe. Utilizing the unique sensing and ceramic technologies of Niterra, we are developing leading solutions for the health care market world-wide. We are focused on innovation and teamwork and contribute to domestic and global economic growth and sustainability by matching our products to our customers’ visions each day, exceeding their expectations in quality, value, service, and performance.Our footprint is global and our values are shared. We are:C ustomer focusedA ccountableI ntegrityR elentlessE ntrepreneurialPlease note, you must have English/German/Italian written and verbal fluency to apply. If you have what it takes and are interested in playing your part in the world class team at CAIRE, we encourage you to apply!Read more CAIRE news at www.caireinc.com.About the position:Summary:At CAIRE, we believe in fostering a supportive and collaborative work environment, even in a remote setting. As a Remote Customer Service Representative, you’ll be joining a dynamic global team dedicated to providing exceptional customer support while enjoying the flexibility of working from the comfort of your own home.In this role you are responsible for being a liaison between customers and the company. You will need to provide superior support and service to external and internal customers according to established company procedures. You will also respond to product and service inquiries, requests and/or problems through comprehensive information gathering, excellent communication skills and inter-departmental relationships. This role will be assigned a primary geography and serve as a back-up to other geographies.Essential Functions:Support customers across multiple company divisionsRespond promptly to customer inquiries via email, phone, fax, EDI and chat channels with professionalism and empathy.Resolve customer complaints and issues efficiently, aiming for first-contact resolution.Accurately and efficiently document customer interactions and transactions in the CRM system.Manage the relationship with customers regarding purchase orders, inquiries, sales rep inquiries, account maintenance with and through other departments for the assigned territory and back up team members as requiredManage orders from receipt to closing with the following actions:-Order entry-Comply with established trade-law and regulatory requirements-Validate product registrations and certification for exports-Pricing-Terms and Conditions-Delivery dates-Order status-Changes or change orders-Schedule and schedule changes-Preparation of Proforma Invoices-Credit Card or Letter of Credit processing-Tracing/tracking, and transportation status-Resolve issues for customers by following established procedures such as:-Complaints-Return Material Authorizations-Invoice Corrections-Credit RequestsCollaborate with a cross-functional team such as: Sales, Marketing, Shipping, Logistics, Operations/Manufacturing, Regulatory, Legal and Finance to escalate and resolve complex customer issuesDevelop and maintain a strong working knowledge of company products and servicesWork with customer service management to ensure exceptional customer experiencesOther projects, duties and responsibilities as assigned by managementObserve and practice safety procedures and policiesQualifications:Basic Qualifications required:Fluent in reading/writing/speaking English and one or more of the following languages: German, ItalianMinimum of 2 years’ experience working in a Customer Service roleCustomer-centric mindsetMust have an intermediate working knowledge of Microsoft Windows applications, Excel, Word and OutlookPrevious experience with an ERP order processing softwareExcellent verbal and written communication skillsGood typing, spelling and grammar skillsFriendly and professional mannerIntermediate computer skillsAbility to multi-task (specifically talk and type) and execute specific actions in the CRM and/or ERP while on a phone call with the customerStrong business ethics and acumenAdvanced problem-solving abilitiesDetail orientedMaintains required confidentialityCapability of dealing patiently with problems and complaintsMust be able to work independently within specific time constraintsRemote Work requirements:Candidates must have access to a dedicated workspace that is free from audio or visual distractions during working hours. This space should be conducive to conducting professional customer interactions without interruptions. Candidates must commit to maintaining a distraction-free workspace during scheduled working hours to ensure high-quality customer service delivery.Reliable and stable internet connection to effectively perform duties with:Minimum internet speed: 300 MBPS for download and upload (internet speed test results required)-Connection type: Broadband or Fiber-optic-Backup Plan: Mobile hotspot or work from office location in case of internet outages or disruptions-Ability to troubleshoot basic internet connectivity issues with support from internet service provider and CAIRE IT teamPreferred Qualifications-Radius of one hour from a primary office location-College degree-JD Edwards E1 experience-Salesforce.Com experience-Internet-based telephony experience-Prior experience with International Customers and exporting-Working knowledge of INCOTERMS 2010 and/or 2020Additional Information: Work EnvironmentRemote: This position allows you to work from home, providing the flexibility to create a comfortable and productive work environment tailored to your needs.Connectivity: Stay connected with your team and customers through our robust communication and collaboration tools. Performance reviews, regular team meetings, virtual training sessions, and one-on-one check-ins ensure you’re always supported and informed.Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools or controls and talk or hear. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision and the ability to adjust focus.Travel

RequirementsThe employee will be required to travel to the office or a designated meeting/conference space for training (new hire and other) and occasional team meetings and events. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Caire, Inc. is committed to being an equal opportunity employer. We support diversity and work every day to create an inclusive work environment that represents the world that we live in.