Customer Service Representative

About the role

The Customer Service Representative plays a crucial role in delivering expert, friendly, and attentive customer service. They handle customer inquiries via phone and email, collaborate with the Logistics/Warehouse team, and manage inventory levels to ensure optimal field inventory.

Responsibilities

• Evaluating and addressing customer service concerns promptly and effectively.
• Handling customer inquiries with efficiency and professionalism.
• Collaborating with the Logistics/Warehouse team to resolve customer inquiries.
• Maintain inventory levels and address case needs per order.
• Coordinate with transport, courier, and mail services as needed.
• Effectively troubleshoot issues and provide optimal solutions to customer concerns.
• Manage and update customer data in QAD.
• Input and manage order details in QAD.
• Support the Finance team with invoicing processes.
• Provide backup assistance to global Customer Service colleagues.
• Contribute to special projects and perform additional duties as assigned.
• Process warehouse requests.
• Prep products for sterilization.
• Ensure adherence to all quality regulations.

Requirements

• 2+ years of proven experience in a Customer Service role.
• Bachelor’s degree.
• Experience in the medical device industry or a regulated field.
• Ability to identify and implement process improvements to enhance Customer Service efficiency.
• Eagerness to expand responsibilities and grow within the Supply Chain organization.
• Demonstrated commitment to providing exceptional customer service.
• Professional and courteous phone etiquette.
• Excellent communication and negotiation abilities, with a knack for resolving conflicts.
• Proficiency in administrative tasks including word processing, data entry, and filing.
• Familiarity with ERP and Customer Management systems such as QAD, Salesforce, or similar.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Adept at using databases and online systems.
• Ability to effectively manage multiple priorities.
• Capable of working independently or collaboratively within a team.
• Reliable with a strong work ethic and enthusiasm for the role.

Qualifications

• Ability to stand for long periods of time, sit for long periods of time, and lift 40 lbs.
• Ability to work until 7 pm.