Company Overview
North American Rescue exists to serve others by providing the best medical equipment delivering the highest combination of quality and value. We view serving others as a privilege and will always honor our customers’ best interests. Our culture thrives on teamwork. Trust, selflessness, and communication are a few of the cornerstone characteristics on which our culture has been built. Our team members truly have each other's best interests in mind.

We recruit teammates by evaluating cultural fit, competence, and character. These are essential for providing world-class customer service while nurturing an environment where employees grow and develop. We definitely appreciate this extra time on your part to help us build the best team!

Learn more about our culture @ narescue.com/careers

Job Summary
The customer specialist ensures that all public interactions with North American Rescue are performed with respect, professionalism, and with the goal of serving the customer's best interest. One of our core values is to create a positive experience for every person that interacts with NAR. This position plays a key role in supporting a fast-paced environment to ensure quick turnaround.

Responsibilities and Duties
Actively participate in incoming call resolution for accounts. Be able to take ownership of any issues and perform problem resolution to the customer’s satisfaction.
Participate in relevant ongoing training to better understand our markets and product offerings.
Clarify the needs of the caller using industry and product knowledge and customer centric skills.
Receive in-bound calls by clarifying the type of product desiring to be purchased and the options available. While product knowledge and training will be provided for this role, we encourage taking initiative to learn our catalog on your own also.
Gain working knowledge of our process and products sold, as well as our newest products and pass this information on to customers.
Work with confidential customer information and treat it sensitively.
Handle difficult problems and avoid escalation whenever possible.
Provide exceptional service to the customer that meets or exceeds all customer expectations.

Qualifications and Skills
Required Qualifications
Team player
Problem solver - Each customer presents a unique opportunity to serve him/her well. Not everyone's needs are identical, so we must be able to offer a solution that works well for each situation.
Proven oral & written communication skills
Ability to work in a fast-paced multi-faceted environment
Strong work ethic
Initiative/Strong sense of urgency to complete tasks on schedule
Proficiency with desktop computer system
Proven customer service experience
Ability to type 45 wpm or higher

Desired Qualifications
Organization and work prioritization skills
Continuously demonstrate a high sense of urgency
Problem solving and troubleshooting experience

INTERNATIONAL CUSTOMER SERVICE (CS) SPECIALIST – DUTIES AND RESPONSIBILITIES

Below is a list of all specific required responsibilities for our International CS Specialist, in addition all regular CS duties:

• Establishing and maintaining international customer accounts
• Responsible for assisting all customers: International, State Department / US Embassies, US Territories, NSPA NATO, USAMMCE, or approved domestic sales with ultimate exportation intentions of non-AP/FPO addresses

• This includes Phone Calls, Internet Quotes, Chat Inquiries, Contact Forms, Pricing Applications, Email Communication, and further instruction from Sales.

• Creating and completing the below documents:
  
  • Pro Forma Invoices
  • Commercial Invoices
  • Shipper's Letter of Instruction (SLI) Documents
  • USMCA Certificate of Origin [Canada or Mexico] or KFTA [“Korean USMCA”] or Commercial Declaration

• Product Certificate of Origins

• Understanding and determining the need for providing the below for each item:
  
  • Harmonized Codes
  • Information For Use [IFUs]
  • CE Certifications and Declarations of Conformity
• Coordinating shipments with our preferred freight forwarders
  Understanding and regulating restricted information:
  
  • Unauthorized Harmonized Code requests
  • Geographical product export limitations
  • Geographical distributor preferences (often not going direct)
  • MDSAP regulations
  • Obtaining sales permission from Vendors that require product permissions.
  • Contractual restrictions
  • Other restrictions as advised or confirmed per QC

Working Conditions
We strive for a 1-day turnaround on customer inquires. This nurtures a fast-paced environment that requires a strong sense of urgency. The typical shifts are Monday through Friday
8:00AM - 5:00PM with one week out of the month being 10:00AM – 7:00PM to support our west coast customers.

Benefits and Perks

• Medical, Vision, Dental, Life
• Retirement Plan –flexible 401(k) retirement plan with a company match of up to 4%. Eligible existing retirement accounts may be rolled into this account if preferred.
• Paid Time Off – PTO is accrued for each pay period at a rate of 3 weeks/year. PTO accrual increases to 3 weeks/annually after 5 years, and 4 weeks/annually after 10 years. Unused PTO carries forward each year with a maximum balance of 4 weeks.
• Paid Holidays – (Typical holidays listed below. May vary by year)
  • New Year's Eve
  • New Year's Day
  • MLK, Jr. Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Veteran's Day
  • Thanksgiving Day
  • Day after Thanksgiving
  • Christmas Eve
  • Christmas Day
  • Floating holiday (day of your choice with Manager approval)

DISCLAIMERS

• AAP/EEO Statement
  North American Rescue provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.