Administrative Assistant

William Demant Holding A/S Phoenix , AZ 85002

Posted 2 months ago

Overview

William Demant Holding Corporation (WDH) is a Denmark-based manufacturer of Hearing-related products and services. WDH is comprised of multiple market-leading Hearing Aid and Audiology Screening and Diagnostic equipment/service companies. The E3 Diagnostic division is the US sales, service and distribution function for all company manufactured instruments/equipment (excluding Hearing Aids) as well as for several non-William Demant Audiology instrument companies. The E3 Diagnostics division is the leading provider of Audiology equipment and service and is comprised of one central General Office (Philadelphia, PA) and several dozen Sales and Service offices throughout the continental US.

Responsibilities

Includes the following; however other duties may be assigned:

  • Customer service focused to include face-to-face interactions and in verbal and written communications with internal and external customers

  • Appropriately handle all incoming calls and correspondence in a professional and timely manner

  • Open and appropriately distribute mail daily, as well as, prepare mail for pick-up

  • Maintain and communicate technician schedules according to guidelines. This includes scheduling annual calibrations, installations, routine service, and emergency repairs

  • Serve as a common point between the service technicians and corporate personnel

  • Run all business processes according to company procedure

  • Make sure all paperwork is submitted to Corporate in a timely manner

  • Maintain customer database, making sure all addresses, phone numbers, email addresses and contact names are up-to-date and accurate

  • Maintain files, making sure that all service paperwork is filed properly so that everyone in the office is able to locate documentation

  • Maintain price lists to ensure that all parts and service are quoted/billed correctly

  • Assist in generating and completing customer quotes for service and equipment

  • Track and follow customer orders through the system, from ordering through installation. To include, making sure all paperwork is accurate, completed and submitted in a timely fashion; follow up on part(s) delivery and/or connecting with Local Sales Administrative Assistant to confirm delivery of equipment; scheduling installation and in-service; communicating with the customer and the salesperson, and submitting all paperwork to corporate for billing

  • Receiving and shipping of parts that comes through the local office

  • Schedule, coordinate, and track all in-house and manufacturer repairs

  • Obtaining RMA's, when appropriate, and following through to make sure we receive either a replacement for the RMA or a credit for the return

  • Ensure technicians have the pertinent information related to service calls in a timely manner and appropriate format

  • Review and submit all service calls for invoicing

  • Order all parts as necessary and ensure POs get to appropriate parties

  • Work with Corporate to coordinate the scheduling, shipping and receiving of Demo units

  • Send out monthly calibration due emails and follow up with customers to make sure calibrations are appropriately scheduled

  • Work with the technicians to identify ways to acquire new prospects/customers

  • Run reports as necessary

  • Actively manage the outstanding account receivable balances by making collection calls and providing customers any needed information in order to obtain payment

  • Schedule and participate in office meetings. Keep notes and verify that appropriate follow-up occurs

  • Back-up the Local Sales Administrative Assistant

  • General office projects as directed and other responsibilities as directed

Qualifications

JOB PERFORMANCE METRICS

  • Metrics are aligned with accurately meeting timeframes and deadlines

  • Outstanding Accounts Receivable Balances: Less than 15% over 90 days

  • Compliance of corporate requirements

Education And/Or Experience

  • Self-motivated individual

  • Ability to work independently

  • Attention to detail, highly organized

  • Ability to multi-task, resourceful

  • Strong communication skills, written and verbal

  • Proficient in Microsoft Office Suite

  • Familiarity and understanding of Windows 10

PHYSICAL & VISUAL ACUITY REQUIREMENTS

  • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.

  • Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling; Grasping. Applying pressure to an object with the fingers and palm; Feeling. Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips; Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly; Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

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Administrative Assistant

William Demant Holding A/S