Customer Service Representative Sr.

Job Description:

Ohio Medical is a global leader in medical air and vacuum pumping systems, suction, and oxygen therapy devices. Our trusted brands, including Ohio Medical and Amvex, offer cutting-edge solutions such as suction regulators, air and oxygen flow meters, pumping systems, and portable suction equipment. Operating in an FDA-regulated facility, we adhere to ISO 13485, ISO 9001, and NFPA 99 standards, ensuring high-quality and reliable products that meet global regulatory requirements. Headquartered in Gurnee, IL, we take pride in our commitment to patient safety, innovation, and quality products.

With a history dating back over 100 years, Ohio Medical has shaped the medical industry. In 1910, we manufactured one of the first anesthesia gas machines, The Ohio Monovalve, which was extensively used during World War I. Our legacy includes innovations such as the Push-To-Set (PTS) suction regulator and advancements in medical gas and oxygen therapy. In 2022, Ohio Medical joined The ESAB Corporation, furthering our mission to deliver innovative, high-quality products that prioritize patient safety. Join a team where history meets innovation and make an impact on the future of healthcare.

Under direction of the Customer Service Supervisor, interpret, explain, and enforce department policies and procedures. Process requests for orders, price requests and part identification. Communicates lead times to customers via the sales order process. Coordinates with other departments in handling purchase orders, quotations, part identification and providing support to our customers and sales representatives. Participates in special projects for the department and team. Help support new employees throughout the training process.

• Adhere to all Ohio Medical QMS SOP and work instructions

• Process requests for part identification, purchase orders, order changes, adjustments, and cancellations directly from customers, original equipment manufacturers and distributors.

• Work within customer portals for order retrieval.

• Perform order entry of customer purchase orders which includes validation of order, entry into Epicor, sending order confirmation to customer and sale person.

• Achieve and maintain rapport with customers and sales team to provide a positive experience.

• Handle incoming telephone, email and fax requests while updating the Call Log in Epicor for all orders and activities that are customer impacting.

• Use Epicor to retrieve customer information, pricing information, purchase order status and to change customer purchase orders when necessary.

• Follow up on inquiries by checking Epicor for delivery information.

• Work closely with Accounts Receivable to inform them of a pending PO. AR to call the customer to release the account from credit hold.

• Collaborate with management on special projects.

• Manage order changes which include the following activities

• Proactively communicate changes to customers

• Process changes in Epicor business system

• Communicate changes to production

• Professional Experience

• 2 to 4 years general office or customer service experience required

• Knowledge of distribution and manufacturing preferred

• Associate or bachelor's Degree Preferred. High School Diploma or equivalent

• Required Language: English

• Excellent verbal and written communication skills for phone contact with customers and distributors. Ability to write standard documentation/communication.

• Experience using PC / Intermediate Microsoft, Outlook, Word and Excel

• Ability to add and subtract whole numbers.

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

• Ability to deal with problems involving a few concrete variables in standardized situations.

• Ability to handle a variety of tasks and the ability to prioritize them.

• Must be able to work independently and be very organized

This job description in no way states or implies that these are the only duties to be performed by this employee. The incumbent is expected to perform other duties necessary for the effective operation of the department or unit. This job description may be changed at any time. Ohio Medical is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law

Benefits: Ohio Medical

Pay Range: