Sarnova HC, LLC

  • Senior Customer Service Representative- Bound Tree Medical

    Job Locations US-OH-Dublin
    # of Openings
    Customer Service/Support
  • Company Overview

    Sarnova, a family of companies: Tri-anim Health Care, Bound Tree Medical, EMP & Cardio Partners.


    Sarnova is the leading national specialty distributor of health care products in the emergency medical services (EMS) and respiratory markets. The company operates through two market-leading distributors: Tri-anim, the largest specialty distributor of respiratory products, and Bound Tree Medical, the largest supplier of EMS products. Together, Tri-anim and Bound Tree offer more 100,000 health care products to 20,000 hospitals and emergency care providers across the country. Sarnova is the only national distributor that can offer expertise and support across multiple specialty health care markets. EMP has been serving the emergency medical supply and equipment needs of EMS, first responders, fire and rescue, public safety, hospitals, colleges and universities, and more.



    Responsibilities and Qualifications



    The primary responsibilities of the Senior Customer Service Representative are to support the customer service needs of the strategic and national accounts.  This position will involve but not be limited to: processing orders, answering customer and account manager inquiries and resolving customer problems.


    Essential Duties and Responsibilities:

    • Be the point of contact for strategic accounts.
    • Process orders from strategic accounts received by mail, telephone, e-mail, web, or fax; and provide written confirmations upon request.
    • Complete orders and confirmations for other customers in the CS queue.
    • Follow-up and provide status information to customers regarding order status and shipments as requested.      
    • Review order for accuracy and make changes to existing orders.
    • Research and resolve billing inquiries.
    • Explain products and services and perform basic product research upon request.
    • Prioritize and organize daily follow-ups to ensure timely resolution.
    • Evaluate customer concerns and resolve problems to the customer’s satisfaction.
    • Provide pricing and product availability.
    • Route special orders through appropriate departments for approval.
    • Assist in delivery process, monitor assigned ship dates, coordinate export shipping procedures, communicate any delays with customers, and  obtain proofs of delivery.
    • Develop customer specific reports and present to customer at customer requested frequency.
    • Participate in quarterly meetings to discuss customer service level and overall operational performance.


    • High school diploma; college or advanced EMT training is a plus.
    • Minimum of 5-7 years of customer service experience in a distribution environment. Experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance.
    • Experience with large national customers would be beneficial where the Sr. CSR was a dedicated point of contact.

    Skills/Experience Required:

    • Superior communication skills, both written and verbal.  Able to present information and solutions in a professional and courteous manner.
    • Able to successfully work independently with little supervision.
    • Ability to accurately assess a situation, identify, and resolve customer problems.
    • Developed judgment skills.
    • Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image. Able to diffuse an upset customer and/or an intense situation.
    • Must possess self-motivation and the initiative to exceed customer expectation.
    • Strong computer skills.  Basic understanding of MS Outlook, Word and Excel.
    • Excellent attention to detail and accuracy.
    • Able to organize and prioritize tasks in order to handle call load and still finish other duties.

    Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Disabled/Veteran 


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