Demant

Overview

Customer Service Representatives serve as the frontline ambassadors of our organization, playing a vital role in delivering exceptional service to our customers, patients and field representatives. Their primary responsibility is to ensure customer satisfaction by addressing inquiries and concerns with professionalism, empathy, and efficiency. This role requires excellent communication skills, a customer-first mindset, the ability to thrive in a fast-paced environment while maintaining a high standard of service and a commitment to provide outstanding service and build positive relationships with all customers.

Responsibilities

• Serve as a primary point of contact for customers, patients, and field representatives, providing direct support and ensuring a positive experience with every interaction. Handle a variety of routine and complex customer service tasks with a focus on making each engagement smooth, efficient, and pleasant.
• Respond promptly and professionally to inquiries, requests, issues, and complaints, offering solutions that build trust and rapport.
• Provide accurate quotes to customers and patients upon request.
• Enter orders for processors, accessories, surgical components, rental equipment, and warranties, ensuring all orders are completed and released by the end of each shift.
• Accurately manages service orders and returns to maintain inventory integrity, including processing rental equipment returns.
• Handle loss and damage claims efficiently and in a timely manner.
• Collaborate with Commercial Manager, Sales Representatives, and the Finance Team to resolve billing issues and communicate customer feedback to relevant field staff
• Answer general questions regarding Oticon Medical products and services via phone and written communication.
• Work with internal teams to resolve customer and patient complaints effectively.
• Promotes and sells Oticon Medical products and services as appropriate.
• Maintain and update customer records, including warranty registrations and patient information.
• Notifies customers of all back orders, as needed.
• Support marketing initiatives during promotional campaigns to ensure successful transactions.
• Assist the department manager with administrative tasks such as setting up new customers and entering pricing information.
• Work overtime as needed to meet workload demands, customer needs, and training requirements.
• Stay informed about new products by reviewing updated literature and training materials
• May perform miscellaneous tasks/projects as directed by manager.

Qualifications

• Minimum High School Diploma or GED required
• Must be available to work scheduled hours of 11:30 AM – 8:00 PM, with flexibility to support additional business needs as required.
• Prior customer service experience preferred.
• Demonstrated reliability, flexibility, and ability to work collaboratively in a team environment.
• Friendly, professional demeanor with strong interpersonal skills.
• Excellent verbal and written communication skills, including active listening and a clear, pleasant telephone voice for interacting with patients, practitioners, customers, and field representatives.
• Ability to manage stress effectively, stay organized, and maintain attention to detail with strong follow-up capabilities.
• Positive attitude and self-motivation, with the ability to work independently or as part of a team.
• Process-driven and customer focused with a proactive “can do” attitude. Open to feedback and continuous improvement.
• Experience working in a fast-paced environment.
• Proficiency in Windows operating systems required. Experience with CRM systems is a plus.
• Familiarity with Microsoft Outlook, Internet browsers, Word, and Excel preferred.

Company Values

We Create Trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.

We are Team Players – We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.

We Create Innovative Solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.

We Apply a Can-do attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

What we have to offer:

Medical, dental, prescription, and vision benefits

24/7 virtual medical care

Employee Assistance Program for you and your family

401(k) with company match

Company-paid life insurance

Supplemental insurance for yourself, your spouse/partner, and your children

Short-term and long-term disability insurance

Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care

Pet Insurance

Commuter accounts

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

The pay range for this position is expected to be between $21.15 to $23.08 per hour; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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