Job Title [Customer Service Rep II]

Job Title: Customer Service Rep II

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, vendors, 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.

Expertise: Knowledge & Skills

  • Excellent oral and written communication skills
  • Detail oriented individual who is able to prioritize work to ensure proper work flow
  • Excellent interpersonal skills and service orientation
  • Ability to multi-task

Required Education and Experience

  • Minimum 1-year experience using an ERP system preferred
  • 2-3 years customer service experience
  • BS Degree