Customer Service Representative

Responsibilities

• Respond to customer inquiries via phone, email, and other communication channels
• Resolve customer concerns, complaints, and service-related issues in a timely and professional manner
• Process and track customer orders, shipments, backorders, and account requests
• Document customer interactions, case notes, and resolutions accurately within company systems
• Cook up with internal departments including Sales, Operations, Technical Support, Quality, and Logistics to resolve customer issues
• Maintain accurate records and ensure compliance with established processes and procedures
• Research and troubleshoot order, product, shipping, and account-related concerns
• Provide customers with updates regarding order status, product availability, and issue resolution
• Support continuous improvement efforts by identifying recurring customer issues and process improvement opportunities

Qualifications

• 3-5+ years of customer service experience
• Experience in high-volume customer support, call center, account support, or order management environments
• Strong phone communication skills with excellent written follow-up and documentation abilities
• Experience working with multiple business systems such as CRM, ERP, order management platforms, Microsoft Excel, and Outlook
• Proven ability to resolve customer issues, follow established procedures, and collaborate across departments
• Professional and polished communication skills with the ability to remain calm and effective when handling challenging customer situations

Preferred

• B2B customer service experience
• Experience supporting order management, shipping, product availability, backorders, and customer accounts
• Background in healthcare, insurance, pharmaceutical, patient support, or other regulated customer service environments
• Experience with SAP, Salesforce, CRM platforms, or other ERP systems
• Experience supporting complex products, services, or technical offerings

Nice to Have

• Medical device, diagnostics, or healthcare product experience
• Point-of-care, laboratory, or hospital customer support experience
• Experience coordinating quality complaints, returns, replacements, or non-conformance processes
• Experience partnering with sales, technical, and operational teams to resolve customer concerns