Customer Service Representative

Customer Service Representative

Job Title: Customer Service Representative

Location: Ocala, FL

Terms: Full Time, Non-Exempt

Reports To: Customer Experience Manager

About Champion

From the very beginning, Champion has been 100% focused on medical seating. We pride ourselves in being at the forefront of the industry to provide our customers with innovative, clinically effective solutions that improve performance for both patients and caregivers. We continue to set the standard for medical seating, and partner with healthcare organizations to support the industry's transformation into an all-inclusive, human-centric experience.

About the Role

We are looking for a friendly, detail-oriented Customer Service Representative to join our team. In this role, you will serve as the primary point of contact for customers, assisting with orders, answering product questions, and ensuring a positive experience from start to finish. You will work closely with internal departments to resolve issues and support overall customer satisfaction.

Responsibilities

• Provide ETA updates upon request for all orders in the assigned territory.
• Respond to phone and email inquiries regarding general product information.
• Coordinate with Inside Sales and Aftermarket Sales Specialists to address all territory needs.
• Maintain a 24-hour response time across the customer base.
• Ensure customers receive attentive, timely, and helpful communication.
• Build lasting relationships to serve as a customer advocate.
• Send quotes to repeat customers with previously qualified products.
• Confirm dialysis product orders and attempt three follow-ups before transferring to order entry.
• Proactively communicate lead time changes and assist with customer problem-solving.

Requirements

• High school diploma, GED, or equivalent experience required.
• 1-2 years of customer service experience preferred.
• Strong computer skills with the ability to type 40+ WPM and enter data quickly and accurately.
• Excellent organizational skills with the ability to multitask and prioritize effectively.
• Basic math skills, good grammar, and spelling.
• Strong attention to detail.
• Demonstrated empathy and active listening skills.
• Professional phone etiquette.
• Clear and effective verbal and written communication abilities.
• Good problem-solving skills.
• Ability to learn and apply product knowledge.
• Experience with data entry and familiarity with CRM or ERP systems. (Salesforce and Microsoft D365 preferred)