Order Management and Return Specialist

Order Management and Return Specialist

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:

As an Order Management Specialist and Returns Specialist,
you will play a critical role in supporting and enhancing the full customer
journey. You are responsible for accurately entering and maintaining
subscription and order data, processing returns and credits, and ensuring the
timely activation, modification, and deactivation of services. Your work
ensures customers experience a seamless, transparent, and reliable process from
their initial request through final resolution.

In this role, you will provide exceptional support by owning
the solution from start to finish-proactively seeking to understand customer
needs, troubleshooting issues with precision, and communicating clearly to
close the loop at every stage. You will guide customers through subscription
inquiries, return workflows, and issue resolution with professionalism,
empathy, and a commitment to delivering an elevated level of satisfaction.

Success in this position requires strong critical thinking,
problemsolving abilities, and a high attention to detail. You will collaborate
closely with crossfunctional teams, sales, management, and platform partners
to ensure service accuracy and process efficiency. You will be expected to
analyze complex customer situations, drive solutions forward independently, and
ensure KPI expectations are consistently met. Through your ownership, insight,
and coordination, you contribute directly to a smooth, positive, and trustbuilding
customer experience.

Responsibilities:

• Customer
  Support: Provide
  expert support, training, and guidance to both internal and external
  customers regarding contracts and subscriptions in a variety of areas,
  including but not limited to; orders, credit and rebills, contract and
  warranty details, renewals, amendments, services, invoices, billing
  discrepancies, payment terms, delivery times, etc. Ensuring that incoming
  requests and inquiries related to orders, contracts, subscriptions,
  amendments, and warranties are promptly and thoroughly resolved, ensuring
  complete customer satisfaction.
  Troubleshoot
  subscription-related issues, such as billing discrepancies, service
  disruptions, or account access problems, and escalate complex issues to the
  appropriate teams for resolution.
  
  Subscription
  Data Entry: Thoroughly and efficiently gather customer information, fulfill customer
  needs, and educate the customer where applicable to prevent the need for
  future contacts. Provide self-service options. Use resources and tools to
  analyze the customers' situations and provide innovative solutions and
  resolutions in the best interest of the customer and company. Day to Day
  operations lead for RMA and Subscriptions transactions and fulfillment
  through phone/e-mail queue and case management for Contracts and Returns.
  
  Documentation
  and Reporting: Document and track support calls and emails in Salesforce, escalating and
  prioritizing accordingly while keeping leadership aware of all trends and
  issues. Brief customers and management on the status of current resolution
  efforts.
  
  Cross-Functional
  Collaboration Work
  with key stakeholders and developers to ensure quick resolutions, improve
  processes and customer satisfaction.
  
  Continuous Improvement: Provide feedback on customer service processes, tools, and procedures
  to identify areas for improvement and contribute to ongoing optimization
  efforts. Identifying gaps in service delivery within the team, or services
  and making necessary changes to process to lessen the gap.
  
  Adaptability: Adapt to changing business needs, priorities, and customer demands while
  maintaining a positive and customer-centric attitude.
  
  Performance
  Metrics: Meet or exceed key performance indicators
  (KPIs) related to customer satisfaction, response times, resolution rates,
  and other metrics as defined by the organization.
  Same Day Case Resolution 85%
  EndtoEnd Case Ownership Rate 80%
  Case Reopen Rate (7day) 3%
  Omni-Channel Queue Response Time 18 hours.
  Attendance- Maintain fewer than 7 attendance incidents within any rolling 12month period
  Achieve a monthly Quality Monitoring score of 95% across case, email, and phone evaluations.
  Phone Abandonment rate under 2% for respective phone queues

Requirements:

• Minimum of 2+ years of experience in customer
  service or help desk capacity required. Four-year college degree preferred.
  
  Willingness to work flexible hours between 8a-8p,
  M-F including evenings, weekends and overtime if required.
  
  Provide quality service
  to Laerdal's internal and external customers in all assigned tasks.
  
  Exemplary communication
  skills, both written and verbal.
  
  Strong computer skills with an emphasis on software
  knowledge, installation, and use. Microsoft applications, Data Base
  applications, Internet, and internet protocols such as Experience with Web
  navigation, Microsoft Office, Salesforce, QAD, Outlook, TEAMS, and Zoom
  preferred.
  
  Ability to be proactive,
  work independently, and manage time effectively.
  
  Innovative thinker, to
  provide work around solutions to vast array of issues.
  
  Strong customer focus;
  service-oriented attitude.
  
  Strong multi-tasking skills and attention to detail
  are essential for this role. The ability to handle multiple tasks
  simultaneously while maintaining a prominent level of accuracy and attention to
  detail is crucial to ensure efficient and effective support for customers.
  
  The ability to think
  critically, problem solve, manage priorities, and work independently is crucial
  for success in this role. You will encounter various challenges and situations
  that require quick thinking, effective problem-solving, and the ability to prioritize
  tasks. Working independently and taking ownership of your responsibilities will
  allow you to efficiently support customers and meet their needs.

Salary Range:

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.