Customer Experience Representative I

Brief Description At AltimateMedical Holdings, Inc. (AMHI), we improve quality of life for the individuals and clinicians who rely on our products every day. AltimateMedical designs and manufactures differentiated medical equipment across multiple sectors of the healthcare industry. Over the years, we have expanded our portfolio through both innovation and strategic growth, including the addition of respected healthcare brands through Medical Positioning, ActiveAid, Therafin, and Leggero.

As a Granite Partners company, we believe in sharing success and investing in our people. We offer meaningful career growth opportunities, a collaborative and values-driven culture, and the chance to make a direct impact on the lives of those who depend on our products every day.

Our innovative, dynamic, and collaborative culture drives us to develop and deliver high-quality solutions that make a meaningful difference in people's lives.

The Customer Experience Specialist (CXS) delivers exceptional customer support by managing product inquiries, order status updates, quotes, account requests, and issue resolution. This role serves as a key point of contact for customers, sales representatives, dealers, therapists, and end users, ensuring a positive customer experience and accurate order processing.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, web quotes, and other channels in a timely and professional manner.
• Resolve customer concerns, troubleshoot product issues, and provide product guidance and operating instructions.
• Provide updates on order status, product availability, shipping, and fulfillment.
• Create and maintain customer accounts, including pricing, discounts, terms, and documentation.
• Prepare and revise quotes, sales orders, RMAs, and warranty claims with accuracy.
• Research parts, freight costs, and historical order information to support customer and sales needs.
• Document customer interactions, complaints, and special handling requirements.
• Collaborate with sales representatives and internal teams to ensure seamless order processing and customer support.
• Analyze customer feedback and interactions to identify opportunities for service and process improvements.
• Support product training initiatives and maintain knowledge of current products and services.
• Follow all quality, compliance, safety, and company procedures.
• Participate in team meetings and contribute to a positive, customer-focused work environment.

Requirements

• Strong customer service and communication skills.
• Ability to troubleshoot issues, research solutions, and resolve customer concerns effectively.
• Excellent attention to detail and organizational skills.
• Experience with order entry, quoting, CRM, ERP, or customer management systems preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and business software systems.
• A customer-first mindset and commitment to service excellence.
• Problem-solving skills and a collaborative approach.
• Accuracy, professionalism, and accountability in all customer interactions.
• Proficient in written and verbal English

Summary We offer a competitive hourly rate of $16.75 – $18.50/hour depending on experience, skills, and qualifications. This position is a non-exempt role, with overtime paid for hours worked over 40 in a workweek (where applicable).

AMHI offers competitive pay, annual bonus and profit-sharing opportunities, and market-leading benefits designed to support your wellbeing both at work and beyond. Full-time employees are eligible for a comprehensive benefits package that includes medical, dental, vision, and life insurance; short- and long-term disability coverage; a Health Savings Account (HSA) with company contributions; a Vanguard 401(k) with employer contributions; generous paid time off, including volunteer time off and paid holidays; and access to the Granite Assistance Fund for support when it's needed most. Part-time employees may be eligible for select benefits based on scheduled hours and plan requirements.