Customer Service Representative

Roles and Responsibilities

• Answer incoming emails and phone calls from customers and sales reps related to product and process questions.
• Provide basic technical support and live troubleshooting for our devices and systems.
• Log all complaints into the ERP system and track progress using Excel spreadsheets.
• Guide customers through resolution of their issue from initial receipt to inspection/repair, QA review and final shipment ensuring a positive customer experience.
• Communicate expectations and steps throughout various complex processes, providing proactive updates to customers throughout their resolution process to ensure transparent communication and satisfaction.
• Handle initial intake of complaints providing the necessary troubleshooting before escalating to Quality Assurance, as needed.
• Utilize multiple tools and resources, including ERP systems, Excel, and Microsoft Teams to manage and monitor cases efficiently.
• Adhere to a robust process that ensures accuracy, accountability, and high-quality outcomes.
• Build and develop relationships with customers and sales team.
• Create and update customer and pricing data and process sales/transfer orders using NetSuite.
• Prioritize the needs of customers and sales team via various means including phone calls, emails, and tickets.
• Manage consigned inventory including agreements, initial orders, bill and replace POs, and par level.
• Manage trunk stock with sales team including documenting field product transfers and physical inventory verifications.
• Resolve inventory discrepancies related to consignment of inventory and trunk stock.
• Manage sales demo units and sample products.
• Act as an advocate for customers by providing feedback on process, policy and workflow improvements.

Minimum Experience and Education Requirements

• At least 5 years of customer service experience with direct customer interactions including clinical, purchasing/procurement, and/or sales teams required.
• At least 1 year of medical device experience is required.
• Proven experience problem solving and prioritizing independently in a dynamic environment.
• Proven commitment to customer services including, but not limited to, positive attitude in the face of adversity, attention to details, clear and supportive communication written and verbally.
• NetSuite CRM experience preferred.
• Consignment inventory and trunk stock experience preferred.
• Start-up, rapid growth, and fast paced environment experience preferred.