Job Description

Customer Success Representative – Level 2

Company Overview:

International Biomedical is located in Northeast Austin and is a leading supplier of innovative medical products to the global marketplace. We design and manufacture a wide range of medical device solutions from Neonatal Transport units to Glucose and Blood Gas Monitoring systems.

Our commitment to quality, dependability, and service is our main focus. Our passion is to provide innovative products and technologies that will result in the best outcomes for the newborn infant, the critically ill, and their families.

Job Summary:

This position is an intermediate level position in the customer experience department. The customer experience department manages all aspects of customer service, support handling, order processing, and sales support in conjunction with the sales representative. This position is required to work on-site 8am-5pm.

Responsibilities and Duties

Work directly with hospital purchasing agents and clinical engineers over the phone or via email to answer questions regarding pricing, payment, shipping arrangements, and enter customer purchase orders.
Direct customer calls to the appropriate department.
Prepare quotations for field sales.
Provide support to accounting and product assurance as directed.
Accurately maintain customer files and the customer database.
Learn the various IB product lines and become proficient with their various configurations and accessories.
Process RGA’s and log service/support cases.
Other duties as assigned.

Qualifications and Skills:

High School Diploma is required. Bachelor’s Degree preferred.
3+ years of experience in a professional customer service role. High level of customer service and account management experience is required.
Strong PC skills, including Excel. (Experience with Hubspot, Epicor and/or advanced Excel functions are a plus).
Experience with high quantities of in-depth purchase orders.
Must possess excellent oral and written communication skills.
Must have good telephone skills and the ability to manage a multiline telephone system.