Job Title [Customer Service Rep 2]

Job Title: Customer Service Rep 2

Reports to: Customer Service Manager

Position Type: Full Time- Non-exempt


The customer service representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Primary Responsibilities

  • Respond to a heavy volume of customer phone calls, e-mails and faxes related to order inquiries
  • Responsibilities include expediting orders, tracking shipments, investigating shipping problems and coordinating resolution of any issue that may negatively affect customer satisfaction
  • Create customer order requests in appropriate databases to support accurate processing of domestic and international customer orders, pricing and invoicing
  • Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering into system
  • Communicate and interface with customers, freight forwarders, agents, sales, supply chain and internal team
  • Comply with all company, departmental and applicable quality system requirements, procedures and policies
  • Manage short supply situations, backorders and manual allocations as required
  • Input and manage orders for exception products requiring special handling
  • Compose accurate, prompt and appropriate replies to all customer contacts
  • Ensure that all potentially serious incidents are raised to the appropriate level of management
  • Timely and accurate processing and invoicing of domestic and/or international orders
  • Support promotional sales campaigns and product launches
  • Resolve service inquiries to the satisfaction of the customer within established company guidelines
  • Handle all customer inquiries and concerns according to FDA/ISO/cMDR and other regulations governing medical devices and HIPPA regulations
  • Participate in other projects as required
  • Train and mentor new CSRs
  • Document and develop processes for CSRs to improve workflow or assist with training
  • Support high volume of international distributers
  • Knowledge of international exporting, process and required documentation for shipment
  • Coordinate order shipping timeline with warehouse
  • Back up department lead as necessary

Expertise: Knowledge & Skills

  • Excellent oral and written communication skills
  • Knowledge of Microsoft office products
  • Detail oriented individual who is able to prioritize work to ensure proper work flow
  • Excellent interpersonal skills and service orientation
  • Proven timely and accurate processing and invoicing of domestic and international orders.
  • High organizational skills and detail oriented
  • Able to work in a high volume fast paced environment
  • Ability to multi-task

Required Education and Experience

  • Minimum 1 year experience using an ERP system preferred
  • Some College, Bacherlor’s Degree preferred
  • 2 – 5 years of customer service experience (domestic and international required)
  • 2+ years working regularly with Microsoft office products (Word, Excel, Outlook)
  • Minimum 1-year experience using an ERP system preferred

Other Duties

  • Backup/ team coverage of other functions
  • Other projects and duties as assigned by to other departments