Customer Care Specialist I

Customer Care Specialist I

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:

At Laerdal, we are committed to delivering an exceptional customer experience-one built on curiosity, dedication, and a genuine passion for helping others. As a Customer Care Specialist I, you will play a key role in supporting healthcare professionals, educators, and organizations who rely on Laerdal's innovative medical simulation solutions. Your work helps ensure our customers receive the guidance and support they need to improve patient outcomes and successfully integrate our products into their training programs.

We are seeking individuals who are eager to learn, motivated to make a meaningful impact, and committed to owning the customer journey. This role is an excellent opportunity for someone looking to build a rewarding career while contributing to a mission-driven organization.

In this Tier 1 position, you will provide frontline customer support across phone, email, chat, and other channels. You will manage order entry and general inquiries, partner with purchasing departments to ensure accuracy, and develop a foundational understanding of Laerdal's products, services, and sales processes. Your focus will be to deliver timely, accurate, and high-quality assistance to ensure an outstanding customer experience.

Responsibilities:

Customer Support & Issue Resolution

• Respond promptly and professionally to customer inquiries across all communication channels.
  Coordinate solutions, follow through to resolution, and ensure customer satisfaction.

Order Entry & Management

• Enter, process, and manage customer orders across all supported channels.
• Address post-order questions regarding invoices, shipping, delivery estimates, product availability, part numbers, and credit policies.
• Review purchase orders for accuracy and compliance with financial and contractual requirements.

Customer Relationship Management

• Maintain accurate customer data, account details, and case records in Salesforce.
• Manage account creation, tax documentation, and purchase order requirements.
• Provide warranty, asset, and product information to Client Executives as needed.

Product Support & Consultative Assistance

• Use product knowledge and departmental procedures to troubleshoot and resolve customer concerns.
• Support transactional sales conversations and guide customers toward solutions that best meet their needs.

CrossFunctional Collaboration

• Partner closely with teams across the Customer Journey, including Sales, Customer Success, Logistics, and Supply Chain.
• Escalate and resolve more complex issues, ensuring customers receive accurate information and timely solutions.

Requirements:

• Minimum of two years in customer service or a related role.
• Associate degree or higher preferred.
• Ability to work shifts between 8:00 AM and 8:00 PM, including occasional rotating Saturdays.
• Proficiency with Microsoft Office/Teams and general comfort with the Microsoft Suite.
• Experience using CRM or purchasing systems such as Salesforce, Monday.com, Pipedrive, Zendesk, HubSpot, or Oracle (six months or more strongly preferred).
• Familiarity with customer support software such as TalkDesk.
• Exceptional verbal and written communication skills with both internal and external customers.
• Strong multitasking abilities and excellent accuracy in data entry and documentation.
• Reliable home internet access to support remote or hybrid work, as required.

Salary Range: $45,000-$47,000, eligible for 7% annual bonus

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.