Demant

Customer Service Representative

Department Diagnostics - E3
Job Locations US-IL-Arlington Heights
Job ID
2021-9971

Overview

William Demant Holding Corporation (WDH) is a Denmark-based manufacturer of Hearing-related products and services. WDH is comprised of multiple market-leading Hearing Aid and Audiology Screening and Diagnostic equipment/service companies. The E3 Diagnostic division is the US sales, service and distribution function for all company manufactured instruments/equipment (excluding Hearing Aids) as well as for several non-William Demant Audiology instrument companies. The E3 Diagnostics division is the leading provider of Audiology equipment and service and is comprised of one central General Office (Arlington Heights, IL) and several dozen Sales and Service offices throughout the continental US. 

 

The Customer Service Representative will provide support for the business by responding to customer inquiries and processing supply and parts orders. 

Responsibilities

What Your Day Looks Like:

  • Provide excellent customer service to all internal and external customers by:
    • Answering all incoming customer calls and provide detailed information; responding to all emails in a professional and timely manner          
    • Communicating with customers as needed regarding inquiries, order statuses, and services, including items that are out of stock
  • Answer all basic questions regarding company products and services
  • Resolve product or service problems by clarifying the customer’s issue
    • Determine the cause, find the best resolution, and follow up with the customer
  • Meet daily order processing deadline so products are sent out on time
  • Escalate complex issues to supervisor
  • Enter orders for supplies and parts, provide quotes to customers, and assist customer with returns
    • Serve as backup for ordering supplies from vendors
  • Promote and sell/upsell company products, services, and marketing offers
  • Update customer contact information in system and appropriately note customer accounts with specific requests or preferences
  • Complete and submit marketing customer information form so that Marketing can research and act on the feedback provided
  • Share updates and changes in products (quantities, part numbers, etc.) with Customer Service and Warehouse Supervisors
  • Provide feedback to help create and/or update Standard Operating Procedures (SOPs)
  • Suggest methods to improve operations efficiency and service to both internal and external customers
  • Maintain paper and electronic documents and properly file
  • Special or general office projects as directed

Qualifications

The Skills and Education You Bring:

  • 2+ years of customer service experience
  • High school diploma required; Associate or Bachelor’s degree, a plus
  • Ability to work both independently and with a team
  • Attention to detail, highly organized, and ability to multitask
  • Strong written and verbal communication
  • Ability to work with numbers and calculations
  • Proficiency in Microsoft Office Suite
  • Professional and positive demeanor

E3 Diagnostics is part of the Demant Group. Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.

 

The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries.

 

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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