Customer Service Account Manager

For over 160 years, Haag-Streit has been a leading provider of medical equipment for ophthalmologists, optometrists, and opticians. Our experience is the foundation for developing, designing, and producing unparalleled medical instruments and equipment. From slit lamps to surgical microscopes, digital imaging to procedure chairs, we set the standard for precision mechanics and innovative technology. Haag-Streit USA, headquartered in Mason, Ohio is the USA manufacturing, distribution, sales, engineering and service operating facility for the Haag Streit and Reliance Medical lines of products.

The advantages of working at Haag Streit USA:

• Global Leader - Haag-Streit has been a leading provider of medical equipment for ophthalmologists, optometrists, and opticians for over 160 years.
• Strong sense of purpose – Our employees take pride in producing products that serve medical markets worldwide. Our high-quality exam and procedure chairs, surgical stools, instrument delivery systems, treatment cabinets set the standard for reliability and precision.
• Stability and innovation - Established over 160 years ago, Haag Streit and Reliance Medical Products experience is the foundation for developing, designing, and producing unparalleled medical instruments and equipment.

What will you get in return?

• Excellent benefits package that starts on the first day of the month after you are hired
  • Employee high deductible medical plan free to employees, no monthly premium
  • Employee vision coverage free to employees, no monthly premium
  • Additional plans and coverage tiers available at highly competitive rates
  • Basic life insurance and Short-Term disability provided at no cost to employees
  • Additional benefits including Dental, Critical Illness, Long Term Disability
• PTO, Vacation, 12 Paid Company Holidays

SUMMARY:

The Customer Service Representative (CSR) reports to the Director of Customer Service & Administration. The primary role is to act as the liaison between the company and its distributors/customers to manage the timely and accurate delivery of product. The CSR works closely with the Sales and Manufacturing departments to forecast and anticipate the customer’s current and on-going requirements.

ESSENTIAL FUNCTIONS:

• Coordinate Activities between HSU’s manufacturing facilities and customers in an efficient and effective manner.
• Manage & analyze customer purchase orders, demand changes, etc.
• Create transparency for clients through effective communication regarding timeline and expectations.

Customer Relations

• Maintain, develop, and build relationships with distributors/customers.
• Respond to customer inquiries regarding price, lead-time, product information, status of orders, etc.
• Perform all aspects of order processing/entry including directing and coordinating orders for export
• Conduct complaint resolution regarding price, delivery, missing/mis-shipped items, etc.
• Authorize return of goods for credit and/or repair.
• Monitor credit limits and notify customers of past due invoices as necessary.
• Is the main contact for fulfillment of client inquiries, problems, and orders. Provides shipping cost estimates and suggests best means for shipping

Forecast/Production Planning

• Collaborate with Production Planning and Manufacturing to develop company’s forecast and production schedule.
• Work with Manufacturing and Engineering staff to assess the cost and feasibility of special order products.

Research and Reporting

• Provide statistical data on incoming order volume, order backlog and inventory status.
• Ensure data is accurately entered and managed within the company’s CRM or other sales management system.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Associates Degree in Business or related field preferred.
• Minimum 3-5 years of customer service or inside sales experience preferably in a manufacturing setting.
• Demonstrated achievement in positions with significant customer focus.
• Ability to build relationships and work well across different levels and functions within the organization.
• Effective & professional oral and written communication skills
• Strong attention to detail, problem solving, and organization
• Ability to prioritize tasks in a rapidly changing environment.
• Proficiency with the Microsoft Office suite of products.
• Knowledge of Microsoft Dynamics a plus.

Haag Streit USA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability or protected veteran status.

If you are unable to apply online due to a disability, contact recruiting at hr@haag-streit-usa.com