Customer Service Representative

Murrysville, PA

Effective Wednesday, December 8, 2021, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can request a reasonable accommodation.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to

Be the first point of contact for external and internal customers to handle customer inquiries, coordinate equipment repairs and product returns.

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

You are responsible for

Responding to a high volume of inbound. Process complaints and order requests via telephone calls, email, and fax correspondence; facilitate problem resolution; provide information on our products and services and demonstrate our commitment to customer service by following up on customer issues to ensure superior results.
Responding to customer requests and questions regarding repairs, service, products and account information. Analyze and resolve customer concerns using established procedures.
Coordinating with manufacturing, distribution and service centers to ensure order fulfillment.
Identify, research, and solve non-standard problems through a solid understanding of our business, products, processes, and procedures.
Displaying a commitment to quality by following established procedures and practices; take all appropriate measures to ensure quality; search for opportunities for continuous improvement
Demonstrating the ability to follow simple and complex work instructions, to actively listen to directions, and to perform tasks with little additional follow-up or direction.
Providing back up support to other members of Customer Service
Examining trends and initiate improvements in order and inquiry satisfaction.
Working as a team member to satisfy all customer needs, improve call center performance, and achieve department goals.

You are a part of

Respironics, a member of Philips Healthcare, is the leading provider of innovative solutions for the global sleep and respiratory markets. The Company’s success spans more than three decades and can be traced to a history deeply rooted in ingenuity and a passion to deliver solutions to those in need. This tradition of innovation, combined with an ability to anticipate market needs, is fundamental to the Company. It has made Respironics a name acknowledged worldwide as a pace-setter in the sleep and respiratory markets.

To succeed in this role, you should have the following skills and experience

Associates degree in business discipline or equivalent work experience required
1+ years experience in a Customer Service environment or related experience required
Call Center background preferred.
Telephone skills, customer service skills and conflict management skills are key.
Sustained and consistent ability to solve non-routine product, repair, pricing and shipping issues as they relate to current products and customers highly desired.
Experience with a CRM, such as SAP, is strongly desired.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

In return, we offer you

The opportunity to join our global Sleep and Respiratory business and sharpen your talents with new challenges in our dynamic organization. We are looking for new team members to help people around the world to live better through sleep. Philips is dedicated to enriching lives is reflected in our company, our solutions, and a commitment to our people. Philips employees change lives every day.

How we work at Philips

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility: Choosing where, when, and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis.

We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran