Customer Service II

About the role

The Customer Service Representative II will support customers by processing orders, handling inbound customer inquiries, and completing various customer service transactions. This role is responsible for entering customer orders accurately, answering approximately 12-15 inbound calls per day, processing returns, and ensuring timely resolution of customer issues. The ideal candidate will possess strong communication skills, attention to detail, and the ability to provide exceptional customer service in a fast-paced environment.

Responsibilities

• Enter and process customer orders accurately and efficiently.
• Respond to approximately 12-15 inbound customer calls daily.
• Create and process customer returns and related transactions.
• Resolve customer inquiries and concerns while maintaining a positive customer experience.
• Utilize ERP systems and internal tools to manage customer requests and order information.
• Collaborate with internal teams to support customer needs and ensure issue resolution.
• Maintain accurate records and documentation of customer interactions.

Requirements

• 3-5 years of customer service and/or call center experience.
• Experience working with SAP ERP or similar enterprise resource planning systems.
• Strong proficiency with Microsoft Office applications, including Outlook, Excel, and OneNote.
• Demonstrated ability to multitask and navigate multiple systems simultaneously.
• Strong typing and data entry skills.
• Excellent problem-solving abilities with a patient, professional, and customer-focused approach.
• High School Diploma or equivalent required.

Skills

• Call Center/Customer Service Experience
• SAP ERP or Similar System Experience
• Microsoft Office Suite (Outlook, Excel, OneNote)
• Data Entry and Typing Proficiency
• Customer Problem Resolution
• Strong Communication Skills
• Patience, Professionalism, and Empathy

Qualifications

• Prior Call Center experience in a high-volume environment.
• Medical Device industry knowledge or experience.
• Experience supporting customers in a regulated or healthcare-related environment.