Farmington Hills, MI 48334

DiaMedical USA is a fast-growing medical equipment distributor looking to fill a Customer Service
Representative position in our Farmington Hills, MI office. At DiaMedical USA, our mission is to improve quality healthcare by acting as a turnkey solution for healthcare facilities and educational institutions, allowing clinicians and instructors to prioritize patient care. As one of the largest healthcare and education equipment providers in the country, we achieve our mission by simplifying the purchasing process and operating as a single source supplier of over 1,500 healthcare and instructional manufacturers.

The Customer Service Representative is responsible for providing professional, highly responsive service to our clients by building and maintaining relationships, responding to customers’ needs, supporting customers, and delivering exceptional customer care. This position collaborates with internal teams, customers, and others to help ensure DiaMedical provides expert customer service.

The focus of this role is on consistently producing accurate and high-quality detailed work based on established guidelines and standards. Helpful and supportive communication with others is based on knowledge of repetitive job routines and procedures gained from on-the-job experience. The job environment promotes steady, methodical work so routines can be completed on time and error-free.

Key Responsibilities and other duties as assigned:

Deliver exceptional customer service by building strong customer relationships, responding promptly to a high volume of customer emails and phone calls, and maintaining a positive customer experience from order placement through resolution.
Proactively monitor customer orders, shipments, backorders, and potential delays using NetSuite reports and internal tools, while coordinating shipping, delivery appointments, return labels, and other logistical requirements.
Manage customer inquiries related to product availability, order status, pricing, shipping, returns, warranties, and general product information, while professionally assisting customers with phone orders and identifying solutions to meet their needs
Accurately process and maintain sales orders, returns, warranty claims, customer transactions, records, documentation, and follow-up activities within NetSuite.
Take ownership of customer concerns, order discrepancies, and service issues through resolution by providing timely follow-up, expedite shipments, and collaborating with Purchasing, Sales, Warehouse, and Service teams as needed.
Support technical product inquiries by coordinating with internal teams or vendors to identify solutions and resolve product-related issues.
Track individual and departmental performance metrics, including response times, order accuracy, and issue resolution, to evaluate service levels and identify improvement opportunities
Identify recurring customer concerns, operational inefficiencies, and opportunities to improve the departmental processes and the overall customer experience.
Participate in departmental meetings, training, and continuous improvement initiatives to support team effectiveness and service standards
Maintain confidentiality of company and customer information while upholding DiaMedical's service standards and performing additional duties as assigned to support departmental and company objectives
Assist with ordering and maintaining office supplies, as well as monitoring, receiving, and coordinating incoming packages and deliveries to the office and warehouse.

Professional Character Traits:

Cheerful in the face of challenges and able to always maintain a positive demeanor.
Organized and prepared for each call with company and product information.
Adaptable and able to handle each customer’s need and expected results.
Good listener but questions appropriately to gather information necessary to satisfy the customer.
Conducts a complete analysis of the situation to offer multiple solutions.

Education:

Minimum Bachelor’s degree in Business or a related field and 3 years of related experience or equivalent of 3 years combination of education and experience.

Skills and Experience:

Previous customer service experience required; logistics experience preferred.
Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Excellent written and verbal communication skills with an emphasis on the flow of listening and understanding customer’s or vendor’s needs with asking appropriate questions, explaining in easy-to-understand terms with a high focus on looking for ways to help the customer.
Ability to work in teams and a group environment.
Detail oriented and works with a high degree of accuracy.
Ability to adapt to changes in a fast-paced work environment.
Excellent problem solving and critical thinking skills.
Ability to multitask at a high level.
Handle confidential financial and personal information appropriately.
Ability to tactfully handle stressful and difficult situations.
Strong problem-solving skills.
Microsoft Office skills (Word, Excel, Outlook).
ERP or Order Entry software experience preferred.

Benefits and Compensation:

Competitive wages.
Medical, dental, and vision insurance coverage options.
401(k) retirement plan with company matching contributions.
Paid time off, personal time, paid holidays, and hybrid onsite/remote work schedule.
Company-paid life insurance.
Voluntary life, disability, accident, and critical illness insurance options.
On-site fitness center.
Casual dress code.
The opportunity to make a difference in the ever-growing healthcare field.

Physical and Cognitive Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis and may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit, talk, hear; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; lift and/or move up to 15 pounds. No employee is authorized to lift weight over 50 pounds without assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This role requires the individual to be able to understand routine problems, opposing points of view on routine issues, and collaborate and explore alternative solutions; organize and prioritize thoughts, ideas, and own work schedule; apply common sense, analyze and make decisions which have moderate impact on the immediate work unit and monitor impact outside immediate work unit; express written and spoken word for internal and external communications, understand, interpret, and follow written and oral instructions, and complete routine and basic forms, letters, and reports; and use basic mathematical skills including ability to add, subtract, multiply, divide and to record, balance, and check results for accuracy.

DiaMedical is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. Information is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Customer Service Representative

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