CUSTOMER EXCELLENCE SPECIALIST, Professional Care (Hospitals)

Before you apply, please learn about us and what we do.

Are we right for you? Are you right for us?

Please go to https://www.medela.com/company/medelacares to learn about us.

Medela is seeking a Customer Excellence Specialist, Professional Care (Hospitals)

• You have a passion for customer service and communication
• You have a love for investigating and problem-solving.
• You bring experience in product resolution, specific to warranty guidelines.
• You have strong experience managing and maintaining service and repair processes.
• Your customer-centric approach helps you understand and address the full scope of any situation.
• You excel in fast-paced environments and have a keen attention to detail.
• You possess strong skills in ERP, CRM, and MS Office.
• You seek a company that values both its customers and employees.

This position requires a 100% on-site presence in McHenry, IL, with the opportunity to move to a hybrid schedule once fully trained.

What We Offer our Customer Excellence Specialist, Professional Care (Hospitals)

• Comprehensive benefits plan, which is affordable to our employees
• 401K with match
• Pension Plan
• 16-week Paid Parental Leave
• Generous PTO package, plus 14 paid holidays
• A great place to work!

Education/Experience Requirements - Customer Excellence Specialist, Professional Care (Hospitals)

• High school diploma or general education diploma (GED) required
• Minimum two years of experience in customer service, inside sales, general accounting, or related role required
• Experience working with capital equipment programs
• Proficient in Windows environment, with Excel experience
• Problem-solving ability with attention to detail
• Excellent verbal and written communication skills
• Experience working in an environment with global objectives

Essential Job Responsibilities for the Customer Excellence Specialist, Professional Care (Hospitals)

• Manage capital equipment programs for hospital accounts
• Investigate and maintain accurate serial records for hospital equipment through reporting tools and audits
• Process system-driven and manual entries for billing programs, including but not limited to monthly flat rate, fixed rate, daily and prepaid hospital agreements
• Maintain the integrity of ERP capital equipment contracts via corrective action and updates as needed.
• Manage and maintain service and repair processes for hospital accounts
• Facilitate shipment and return of demo equipment for sales personnel and internal departments
• Advise proposers of implementation considerations for new capital equipment programs
• Define and develop processes that work with our current ERP system, adjusting as needed for improved efficiency to achieve desired outcomes
• Complete equipment transfers after verifying the accuracy of the request
• Enter and troubleshoot Orders and Return Merchandise Authorizations for capital equipment for hospital accounts; issue prepaid return shipping labels when required
• Process debits/credits for all hospital activities; including lost equipment, returned equipment, rental program adjustments, and credit and rebill for repairs
• Monitor, investigate, and resolve issues related to capital equipment shipping & returns, complaints, and discrepancies in system serial reports for hospital accounts.
• Assist with system testing relevant to capital equipment transactions
• Document internal/external communication related to hospital account management
• Assist internal and external customers by monitoring and responding to all hospital requests through various communication channels