Customer Service Rep

Customer Service Representative

The Customer Service Representative supports government customers by managing electronic orders, responding to inquiries, and ensuring timely and accurate order fulfillment. This role requires strong written communication skills, attention to detail, and the ability to multitask in a fast-paced environment. The ideal candidate is customer-focused, organized, and able to remain calm under pressure while collaborating with a small, team-oriented group.

Essential Functions

Handle incoming customer calls for product support

Monitor electronic orders for special instructions and flag orders accordingly

Managed aged WIP

Manage Receiver/L&D WIP

Promptly identify, analyze and resolve service issues

Handle customer inquiries expeditiously with regard to new order/repair/remake status, anticipated delivery dates, warranty details, product options and specifications and place all notes in business and client databases

Track and follow up on "must ship" orders on behalf of customer

Work cooperatively with other team members to ensure quality customer service

Fill supply orders (for customers and outside reps)

Manage daily PO list to handle duplications, cancellations, L&D claims

Follow company processes for customer complaint resolution

Educate customer on product features/software/accessories

Remain current on programming software

Ability to knowledgeably discuss our products/features with customers

Ability to guide our customers through basic software walkthrough

Ability to guide our customers through basic troubleshooting steps

Competencies

Must demonstrate the ability to use time efficiently, prioritize work activities, and complete work in a timely manner

Actively participate in all regularly scheduled conference calls and meetings

Perform special projects /other tasks as needed

Be prompt and ready to begin work at your assigned start time

Answer incoming calls/emails promptly and courteously

Enter a summary of each call in customer database

Develop and maintain an organized work area

Take personal initiative for technical and professional development

Desired Qualifications

Required Education: High school diploma required. Industry experience required.

Preferred Education: Post-secondary education is preferred.

Experience: Two to three years' experience in customer service, sales or account management. Individual should have intermediate level computer skills. Ability to become proficient with Business and Client Management software platforms used internally. Ability to become proficient with programming software. Proficiency with Outlook and Excel

Travel: No

Direct reports: N/A

Indirect reports: N/A

Physical Demands: Sitting, Standing, Typing

Position Type and Expected Hours of Work: Monday – Friday standard business hours between 9:30 AM to 6:00 PM. Working Environment: Hybrid, combination of office and remote work. You will be onsite Tuesday through Thursday at the Shakopee, MN office, with the option to work remotely Monday and Friday.

Candidates must be able to reliably work on-site three days per week as outlined above.

About Us

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

What We Offer

We value our employees and offer competitive wages and benefits including:

- Generous Benefits including PTO and Paid Holidays

- 401k with Company match

- Paid Parental Leave & Transition Back to Work Benefits

- Company HSA Contributions

- Discounted GN Group products

We Encourage You To Apply

Even if you don't match all the above-mentioned skills, we will gladly receive your application if you think you have transferable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We Are Committed To An Inclusive Recruitment Process

GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment.

Pay Transparency Notice

Depending on your work location, the target annual salary for this position can range from $21- $27/hr. In addition, you may be eligible for a discretionary bonus. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays. GN participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail bloomington-humanresources@gnresound.com. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.