Order Response Representative

Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what’s possible. We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.

Watch this video to see more of what sets Starkey apart.

https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6

JOB SUMMARY DESCRIPTION

This position works with customers to resolve questions or provide clarification on incoming New and Service Orders. Order Response Representatives proactively contact customers to resolve issues as expeditiously as possible to ensure minimal delay in customers receiving their hearing aids as well as achieving order accuracy.

JOB RESPONSIBILITIES

Order Response Representatives will be responsible for fully understanding the manufacturing process and Starkey products and policy. Representatives will be expected to educate internal and external customers at every opportunity to help prevent future orders from stopping throughout the manufacturing process. They will be responsible for upholding the values and culture of the department through positivity and teamwork. As an active team member, they will act as a support system for internal and external customers. All Order Response Representatives will be expected to serve our customers with passion, purpose and excellence while adhering to company policies and procedures.

• Efficiently work on orders that have come to us and have stopped in the process because we have a question or concern with their order. Be extremely detailed yet focus on resolving the stoppage as quickly as possible.  One must be very self-aware of the time you are taking to work on an individual IIR so as not to dwell too long on it.  Use your resources and team.


• Meet average call and talk time requirements. This goes hand in hand with meeting the team service level goals.  Most of the calls are outgoing, but the need to be available to take incoming calls is a requirement.  Multitasking abilities are required to manage working on outbound calls while being prepared to take in unexpected inbound call. 


• Focus on time to close incoming IIRs. All new IIR’s should be started the day of receipt with the goal of closing 50% of all incoming IIR’s the day of receipt and 80% within three days.


• Meet or exceed all established scorecard requirements.
  
  
  
  1. 1. Meet Goal of at least 50 activities per day (Cases and Case Comments)
  
  
  2. 2. Talk time/Availability of 60%
  
  
  
  


• 3. Individual Three day Turn time of 80%

1. 4. Missed Calls (Ring No Answer)

• Successfully complete all Trainings/assessments with an 80% or better outcome.


• Other Duties/Responsibilities as assigned.

 JOB REQUIREMENTS

Minimum Education, Certification and Experience Requirements

• Education
  
  
  
  • Bachelors Degree or equivalent work experience
  
  
  
  


• Experience
  
  
  
  • 2 Years Minimum of Professional Customer Service or Manufacturing experience
  
  
  
  

Knowledge / Technical Requirements (List programs, technologies, knowledge required to perform essential job responsibilities)

• Ability to comprehend technical product knowledge.


• Strong computer foundation with ability to multi-task between numerous applications.


• Oracle Order Management and CRM experience preferred

Competencies, Skills & Abilities

• Previous experience where attention to detail is necessary for job success.


• Professionalism in appearance, demeanor, and communication.


• Excellent communication skills and ability to resolve conflict.


• Proven record of exceeding customer’s expectations in a fast-paced environment.


• Excellent interpersonal skills


• Positive Attitude

Salary and Other Compensation:

The target pay range for this position is between $21.15-$26.44 per hour.  Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout. 

Benefits: 

The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid holidays annually, floater days annually, volunteer service day annually, paid paternity leave, and tuition reimbursement. 

#LI-KS2