Position Overview

The Mid-Level Client Service Specialist will play a crucial role in our Customer Service

Team, ensuring internal and external customer satisfaction by providing prompt, professional, support and processing orders. This role involves handling customer inquiries/issues (product availability, order status, invoices, credits, returns, proofs of delivery), and contributing to the development of our customer service processes and standards. The ideal candidate will have experience in the medical device industry, excellent communication skills, and a passion for delivering high-quality service.

Order Management

• Process customer orders, returns, and exchanges efficiently.
• Coordinate with logistics and supply chain teams to ensure timely delivery of products
  
  

and instrumentation. * Track and update customers on the status of their orders and any potential delays. * Demonstrate meticulous attention to detail and can critically and expeditiously review

customer account information so that each order is processed according to established

specifications and shipping requirements. * Assume ownership for accurately processing and proofreading critical, time sensitive

orders for same day and next day requirements.

Documentation and Reporting

• Maintain accurate and detailed records of account information, customer interactions
  
  

and transactions in the CRM/ERP system.

• Generate reports on customer service metrics, including response times, resolution rates, and customer satisfaction scores.
• Provide feedback and insights to management to help improve customer service processes and products.
  
  

Team Collaboration

• Work closely with cross-functional teams, including Sales, Product Development, and Technical Support, to address customer needs and enhance the customer experience.
• Participate in regular team meetings and training sessions to stay updated on product knowledge and company developments.
  
  

Continuous Improvement

• Identify and suggest improvements to customer service procedures and policies.
• Stay informed about industry trends and best practices to ensure the company's customer service remains competitive and effective.
• Maintain the Customer Service knowledge database.
  
  

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 2-4 years of customer service experience, preferably in the medical device or healthcare industry.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with ERP software and Google Work Place experience.
• Ability to work independently and as part of a team in a fast-paced, startup environment.
• High level of empathy and commitment to customer satisfaction.
• Building/writing protocols and processes, SOPs, WI and Training documents.
• Quality process experience in a regulated environment.