Client Solutions Specialist, Bilingual French/English

ICU Medical

Client Solutions Specialist I providing service inquiries and support concerning medical devices within ICU Medical's team. Engaging in customer interactions, with a focus on maintaining good relations.

Posted 5/8/2026full-timeRemote • California, North Carolina • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Member of a call center group receiving calls and making outbound calls.
Processes return service authorizations in response to incoming phone calls, e-mails and web-based inquiries including but not limited to warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism
Contributes to data within the Enterprise Resource Planning systems/assists with account initiation/reactivation
Processes confidential information, including billing information, to initiate repair orders for Service and Repair activities.
Provides information, such as repair status, in response to inquiries
Determines/verifies sold to/ship to/bill to in appropriate Enterprise Resource Planning systems
Contact customers when an estimate is required, tracking responses, providing estimates to customers, obtaining approval/denial of estimates, entering responses and necessary information in applicable system
Contact customers for unauthorized Return Material Authorizations and follow through with authorization requirements
Meet or exceed key performance metrics of customer satisfaction I.e. 1st call resolution, 24-hour response time/acknowledgement, required documentation etc.
Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.

Requirements

What you’ll need

Knowledge biomedical or electro-mechanical devices (1 year preferred)
Must be detail oriented.
Strong verbal & written communication skills
Ability to apply situational analysis to customer problems.
Ability to determine customer needs and take appropriate actions. Knowledge of and ability to use personal computers and related software.
Ability to alternate between several varying tasks (multi-task) on a routine basis
Knowledge of Microsoft applications, TEAMS, SharePoint etc.

Benefits

Comp & perks

Medical, Dental and Vision Insurance
Paid Time Off (PTO) and Paid Holidays
401(k) Retirement Plan with Company Match
Flexible Work Arrangements
Employee Assistance Program (EAP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Enterprise Resource Planningdata processingrepair order initiationcustomer inquiry resolutionwarranty processingpreventive maintenanceReturn Material Authorization

Soft Skills

detail orientedverbal communicationwritten communicationsituational analysiscustomer needs assessmentmulti-taskingproblem-solving