Sigvaris is currently looking for a Sr. Customer Engagement Agent to join our Customer Care team. As a leading compression solution provider, we are not just a company that manufactures products. We are a global team on a mission to help people feel their best. The Sr. Customer Engagement Agent is responsible for answering and documenting inquiries (online merchandise, orders, product questions, problems) generated from our Ecommerce initiatives. The Sr. Customer Engagement Agent is also responsible for executing the e-commerce strategy in the Customer Service area.

DUTIES AND RESPONSIBILITIES:

• Provides timely and accurate problem resolution during all interactions taking ownership until the situation is resolved.
• Demonstrates enough knowledge of SIGVARIS product lines to make product recommendations.
• Documents customer interactions through case management.
• Creates templates and scripts for e-commerce interactions and makes proactive adjustments for a consistent experience.
• Performs third tier resolution by taking over consumer cases Level I & II cannot resolve.
• Demonstrates an understanding of Sigvaris pricing policies (Dealer, Medical, MAP, MSRP, Online selling policy and MAP policy).
• Assists in establishing engagement and Customer Service performance goals.
• Pioneers as the lead in establishing topics for FAQs, automated answering programs.
• Drives e-commerce operational improvement initiatives across all departments.
• Participates with e-commerce team to evaluate promotions, marketing calendars, new products and services from the End User/Customer Service point of view.
• Works with web development and technical teams making recommendations for digital assets and site changes.
• Trainer for e-commerce specific processes for all Customer Service Representatives.
• Demonstrates effective coping skills with potentially stressful situations.
• Inputs orders and return authorizations following the established guidelines.
• Manages length of interactions, demonstrating an understanding of when a problem needs to be escalated to a manager. Strives to resolve customer problems in a single interaction.
• Passion for e-commerce customer service relationship building, strong attention to detail, and sales orientation when appropriate.
• Desire to make a difference for customers to build customer retention and increase conversion.
• Pays strict attention to detail and the ability to effectively multi-task.
• Follows the Company's established Attendance and Punctuality policy.
• Upholds the importance of the SIGVARIS core values and culture.
• Fosters positive morale among staff, by promotion of open communication with all departments, to help create and maintain an innovative and cooperative staff relationship and environment.

o Interacts with external and internal customers in a manner conducive to continued positive relationships.

o Displays patience, courtesy and tact; demonstrates flexibility, enthusiasm and willingness to cooperate while working with others or in place of others as necessary.

• Demonstrates effective communication methods.

o Supervisor and/or appropriate management staff are kept informed of developments affecting their functions.

o Responds quickly to all oral and written communications.

o Maintains and encourages an open line of communication with both internal and external customers.

o Quickly responds to voice mail messages.

o Accurately and legibly presents written data to affected internal/external customer.

• Follows established company policies and procedures to ensure compliance with SIGAVRIS policies, industry standards, ISO 13485 standards, and Federal, State and local laws.
• Demonstrates the ability to answer questions from Level I and Level II CCRs regarding online procedures.
• Assists in the development of work instructions for e-commerce channel to support the SIGVARIS Quality System and Quality Policy.
• Accurately performs any other duties and as assigned to ensure an efficient workflow.

EDUCATION and/or WORK EXPERIENCE:

• Bachelor's degree preferred.
• Must have 5+ years of Customer Service experience related to e-commerce and utilizing digital platforms.
• Training experience a plus.

SKILLS:

• Excellent verbal and written communication skills are critical.
• Proven ability to work independently to establish procedures for e-commerce.
• Must have the ability to work non-standard schedules (evening or weekend coverage).

PHYSICAL REQUIREMENTS:

This job operates in a manufacturing environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

• Regularly required to sit and/or stand for long periods of time.
• Ability to walk, use hands to finger, handle or feel, reach with hands and arms, talk or hear, bend, lift or climb.
• Finger dexterity and hand coordination required.
• Specific vision abilities required for this job include: close vision, distance vision, ability to adjust or focus.

What We Offer You:

• Highly Competitive salary
• Medical (Core Plan and High Deductible Plan)
• Health Spending Account (applies to High Deductible Plan)
• Flexible Spending Account
• Dental Plan
• Company paid Life Insurance, Short and Long Term Disability
• Voluntary benefits include vision, term life insurance, accident, cancer and hospital confinement
• 401(k) with Company match (dollar for dollar 100% up to the first 5% of employee contributions to the plan)
• Paid Time Off
• Paid Holidays

Successful completion of background check and drug test will be required in advance of hire.

Sigvaris is an EOE.