Compass Health Brands has an IMMEDIATE OPENING for a

Customer Success Specialist

Compass Health Brands is a market and brand leader of consumer medical products for over 20 years with one goal in mind to provide innovative, high quality products through our valued customers that enable consumers to live healthier, more comfortable and independent lives.

It's an exciting time to be part of Compass Health Brands. We are a perfect sized company for the ambitious person; we are large enough to do some incredible things, but small enough to recognize individual performance.

We seek employees who embrace challenges and thrive in a fast-paced environment that's focused on continuous improvement and service. This is a workplace where each individual plays a role in building something meaningful, while growing and learning from each other.

Basic Function

Compass Health Brands is seeking a Customer Success Specialist for our Customer Success Team. This is an integral position that will help shape the customer experience that allows us to remain the preferred medical supplier for our customers and consumers. You will be responsible for supporting the company's growth and service excellence through outstanding customer service and maintaining quality relations with new and existing accounts as well as end consumers.

Core Competencies

• Strong team player and a desire to support others
• Capable of self-management and the ability to work independently with minimal management oversight
• Likeable with the ability to influence and persuade others to achieve desired outcomes
• Outstanding time management and organizational skills
• Excellent written and verbal communication skills
• Positive attitude, confident, Self-motivated and goal oriented
• Comprehensive computer skills (Microsoft Office, Salesforce.com)
• Skilled at developing and maintaining strong relationships over the telephone
• Desire to learn, advance and have fun
• Critical thinking skills

Responsibilities

• Drive the Voice of the Customer (VOC) by educating and empowering our customers to make Compass Health Brands easy to do business with through incorporation of customer feedback
• Answer and handle incoming phone calls with a first call resolution mindset
• Identify and assess customer's needs through good customer service techniques and knowledge of the company's products and services, as well as the competition's strengths/weaknesses
• Build sustainable relationships and become the trusted advisor for our customers through proactive open and interactive communication
• Apply knowledge of company products/services to efficiently process customer information and respond to inquiries and complaints in a diplomatic manner
• Utilize company database and SalesForce.com to process incoming customer orders via phone, fax, EDI or internet
• Process Return Authorizations for goods being returned by customers or warranty items
• Responsible for accurate, complete and timely processing of all customer and consumer inquiries including but not limited to; orders, customer credits, returns, and inventory adjustments
• Manage open order and backorder reports to ensure on time delivery metrics
• Effectively utilize customer complaint process to ensure regulatory and internal objectives are completed
• Efficiently process returns from various distribution centers and manage list communication
• Track and prioritize a large volume of administrative tasks and execute in a timely fashion
• Assist with pricing and product issues/questions
• Maintain existing customer base by managing inbound, pre-sale requests
• Assist with basic training for all new employees
• Quickly learn, retain, and adapt to new products and services to assist in cross sell / upsell opportunities

Education/Experience

• Bachelor's degree preferred
• Proven customer service experience in a high-volume department (Min 2 years)
• Strong phone handling and active listening skills; past sales a plus
• Familiarity with CRM systems and practices - Salesforce.com preferred
• Knowledge of EDI and E-commerce sales a plus

Compass Health Brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.