Customer Specialist - Programs
If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.
In this role, you have the opportunity to
To be the point of contact for customer facing program support. The support will involve and is not limited to the review and processing of submitted enrollment and order forms working with the sales, sales enablement, and customer service teams. They will also support the business when new programs and related processes are released.
You are responsible for
Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
Performs, as a skilled worker, non-repetitive Customer Service support tasks, and decides on the method and sequence of work.
Information on assignments is not always complete and leaves some scope for own interpretation;
makes own choice of approach and chooses from known solutions and based upon own professional knowledge, HOW to best carry out the assignment.
The existing procedures give direction on critical points and indicate a processing sequence.
Operates relatively autonomous within procedures, methods and techniques. Completes work with some degree of supervision.
In addition to the Programs Team Key areas of Responsibility below, the incumbent will be responsible for the following:
Serve as a key contact for escalations from internal and external customers and in assisting, managing and bringing resolution to special requests.
Act as an expert on all SAP transactions, work instructions and processes used by the team.
Share knowledge by training and/or assisting with training on procedural changes and improvements.
Create tools/reference sheets for the team/ new hires.
Work with the training department to write and test Work Instructions and BPIs.
Critically think of existing procedures and implement improvements; find solutions to proactively avoid potential errors/ complaints for the team.
Validate new procedures to be implemented on the team.
Evaluate solutions and make decisions based on quality policies and customer satisfaction.
You are a part of
The Customer Solutions/Customer Service team reporting into the Manager for Customer Service. Respironics, a member of Philips Healthcare, is the leading provider of innovative solutions for the global sleep and respiratory markets. The Company's success spans more than three decades and can be traced to a history deeply rooted in ingenuity and a passion to deliver solutions to those in need. This tradition of innovation, combined with an ability to anticipate market needs, is fundamental to the Company. It has made Respironics a name acknowledged worldwide as a pace-setter in the sleep and respiratory markets.
To succeed in this role, you should have the following skills and experience
Associates degree in a business discipline or equivalent work experience. Bachelor's degree preferred.
2+ years experience in a Customer Service environment or related experience, required. Telephone skills and customer problem resolution experience.
Proven ability to solve non-routine product, pricing and shipping issues as they relate to current products and customers highly desired.
SAP experience strongly desired.
Ability to understand contractual language is desired.
Proficiency with Microsoft Office Applications.
Requires fine manipulation and simple grasping to utilize a computer, telephone, fax and other standard office equipment.
May occasionally lift and transport items up to 25 lbs.
Occasional travel may be required for training and meeting purposes.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
In return, we offer you
Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we're used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.
Why should you join Philips?
Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.
To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
Equal Employment and Opportunity Employer/Disabled/Veteran
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