Account Specialist, Capital Equipment (Customer Excellence)

$49,920 - $54,080/Yr

Medela - McHenry, IL

Full-time - Entry Level

Remote - McHenry, IL

Wholesale Trade Agents and Brokers

About the position

The Account Specialist for Capital Equipment at Medela LLC is a hybrid role focused on providing exceptional customer service and support for capital equipment programs. This position involves managing billing processes, utilizing ERP systems for account management, and generating reports to proactively address customer needs. The role requires strong communication skills, adaptability, and problem-solving abilities to effectively engage with retail and hospital accounts.

Responsibilities

• Support capital equipment programs
• Investigate and maintain accurate serial records for equipment through reporting tools and audits
• Process system-driven and manual entries for billing programs, including monthly flat rates, fixed rates, daily, and prepaid agreements
• Maintain the integrity of ERP capital equipment contracts via corrective action and updates as needed
• Maintain service and repair processes
• Facilitate shipment and return of demo equipment for sales personnel and internal departments
• Advise proposers of implementation considerations for new capital equipment programs
• Define and develop processes that work with our current ERP system, adjusting as needed for improved efficiency
• Complete equipment transfers after verifying the accuracy of the request
• Enter and troubleshoot Orders and Return Merchandise Authorizations for capital equipment for accounts; issue prepaid return shipping labels when required
• Process debits/credits for all account activities, including lost equipment, returned equipment, rental program adjustments, and credit and rebill for repairs
• Monitor, investigate, and resolve issues related to capital equipment shipping & returns, complaints, and discrepancies in system serial reports for accounts
• Assist with system testing relevant to capital equipment transactions
• Document internal/external communication related to account management
• Assist internal and external customers by monitoring and responding to all requests through various communication channels
• Promote teamwork via supportive cooperation and cross-training with other positions within the team
• Proactively adheres to all HIPAA compliance by appropriately collecting and maintaining customer records

Requirements

• High school diploma or GED required
• Minimum of 1 year of experience in general accounting, inside sales, or customer service
• Proficient in Windows environment, with Excel experience
• Problem-solving ability with attention to detail
• Excellent verbal and written communication skills
• Ability to manage multiple conflicting priorities
• Must be able to read, understand, and communicate in English

Nice-to-haves

• Experience with ERP systems
• Strong customer service skills
• Ability to generate and analyze reports

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid holidays
• Paid parental leave
• Paid time off