• Identify and assess the needs of all RSS customers who call or email for information and initiate probing questions as needed. Supply product, pricing (quote) and availability information to the customer; enter orders into SRM/SAP systems and check status of orders. Provide order confirmations with close attention to accuracy and detail. Compiles billing/invoicing information for all RSS orders.
• As part of the team, manages the RSS Outlook inbox, assigning requests, updating the status of requests, and handling general inquiries on an on-going basis.
• Collaborate with the Logistics Team to ensure all customer requests and orders are processed promptly to ensure customer time lines are met/exceeded. Provide high priority service for urgent issues and escalate to RSS Operations Management for timely and efficient resolution of issues.
• Resolve customer complaints, conducting research to determine an appropriate solution. Follow up with customer on a timely basis to ensure effective resolution of the complaint.
• Accurately and efficiently coordinates 3rd party labor management, forwarding requests for processing/confirmation, prepares related invoicing and payment and escalates issues as required. Perform vendor credentialing duties as required to aid Draeger personnel in accessing customer sites.
• Collects and maintains information for any ancillary data that may be required as part of an RSS order. (such as labor reports or other miscellaneous reports from the SRM/SAP systems)
• Coordinates closely with Credit and Collections to determine credit status of the customer and facilitate order releases as appropriate. Issues order credits and debits as needed.
• Follow policies, procedures and guidelines to drive Customer Satisfaction and to ensure compliance with company objectives. Works with the team to attain targeted metrics in critical areas (i.e., Responsiveness, Professionalism, and Net Promoter Score).
• Performs other duties as needed and assigned.

Education:

• High school graduate (required).
• College (Associates or Bachelors) in a related field desired, or commensurate work experience preferred. 3-5 years of directly relevant experience could substitute for a degree.

Related Experience:

• Five (5) years customer service experience required; call center experience preferred
• MS Word and Excel experience required
• SAP experience or similar ERP system required
• Experience with Pivot Tables

Special Competencies or Certifications:

• Must have excellent customer service skills & demeanor
• Strong problem-solving experience required
• Ability to process information and make corresponding decisions is required
• Experience with or ability to master a wide range of Service processes and interaction with other departments
• Must be adept at using a computer and specialized software
• Bilingual (Spanish) is a plus

In North America, Draeger employees over 1,400 employees working in our major sites in the United States and Canada (in the US: Andover, MA; Telford, PA; Houston / Coppell, TX, and in Canada: Mississauga, ON), including our Sales and Service workforce employees from coast to coast.

Employees at our Houston, Texas facility are responsible designing comprehensive customer solutions leveraging our Safety portfolio which includes essential lifesaving products including portable gas detection, Draeger Tubes and SCBAs.

Equal Opportunity Employer – Disability and Veteran

ion card when on-site at client customers.

Draeger is a leading international company in the fields of medical and safety technology. Whether in clinical applications, in industry, mining or emergency services: Draeger products protect, support and save lives. That's what our more than 15,000 employees have been striving for - every day for more than 130 years. Dräger - Technology for Life ®

• Education & Training
• Time Away
• Additional/Voluntary Insurance
• Health Insurance
• Special Assistance
• Retirement Savings
• Workplace Wellness
• Health center and gym