Job Description

We’re looking for an enthusiastic and customer-focused Customer Service Representative to join our dynamic team! If you have 1-3 years of customer service experience and a passion for helping others, this is the perfect opportunity for you. In this hybrid role, you’ll enjoy the flexibility of working from home two days a week, while collaborating in the office three days a week. With a Monday to Friday schedule from 9:00 AM to 6:00 PM EST, you’ll have the chance to engage with customers and make a real impact. We're seeking a problem-solver with excellent communication skills who thrives in a fast-paced environment and is committed to delivering outstanding service. Join us and be part of a team that values growth, collaboration, and excellence in customer support!

Key Responsibilities/Essential Functions

Customer Account Management

• Serve as the primary point of contact for customer account management, handling order placement, inquiries, and complaints via phone and email.
• Set up new customer accounts and maintain accurate records to facilitate smooth transactions.
• Address a wide variety of customer inquiries, ranging from routine questions to complex special requests.
• Support accounts receivable activities and ensure documentation accuracy for all transactions.

Order Processing and Fulfillment

• Accurately process and monitor product orders using various systems, ensuring timely delivery and adherence to customer requirements.
• Determine appropriate facilities to fulfill orders by evaluating factors such as proximity, production schedules, and product decay rates.
• Communicate effectively with customers regarding order status, production schedules, and any potential delays, providing alternative solutions as needed.

Issue Resolution and Escalation

• Proactively resolve issues related to manufacturing or delivery that may impact customers, ensuring continuity of care for patients.
• Investigate and resolve service failures, billing errors, and other complaints, coordinating with management for resolution.

Compliance and Quality Assurance

• Manage compliance requirements, including quality control and reporting of adverse events, to uphold regulatory standards.
• Ensure all activities align with quality assurance protocols and regulatory requirements.
• Demonstrate strong commitment to safety and adhere to all company safety protocols and values.

Collaboration and Teamwork

• Collaborate with internal and external teams to ensure seamless order completion, invoicing accuracy, and customer satisfaction.
• Partner with the sales team to provide account support, share insights, and assist with promotions or special initiatives.
• Participate in team initiatives, training sessions, and improvement projects to drive excellence in customer service operations.
• Communicate with diverse stakeholders, including doctors, technicians, and purchasing agents, tailoring support to their specific needs.

Technology and Systems Management

• Utilize multiple software systems (ERP, CRM, and third-party tools) to manage customer orders and account history effectively.

Basic Qualifications

• 3+ years in a customer-facing role, preferably in healthcare, pharmaceutical, or technical industries
• Strong communication skills, both written and verbal, with the ability to effectively engage and educate customers.
• Proven problem-solving abilities and experience managing customer inquiries efficiently.
• Proficiency with ERP, CRM, or similar order management systems.
• Ability to work in a hybrid environment (3 days in-office, 2 days remote) and ensure data integrity across systems.
• Availability to work on company-observed holidays as needed.

Other Requirements

• Familiarity with regulatory and compliance standards in healthcare or pharmaceutical industries is preferred.
• Availability to work occasional extended hours during peak periods or in case of urgent customer needs.
• Ability to participate in training, team initiatives, and process improvement projects.
• Commitment to safety protocols and company values.

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