Position Overview

The Mid-Level Customer Service Representative will play a crucial role in ensuring internal and external customer satisfaction by providing prompt, professional, and comprehensive support. This role involves handling customer inquiries, resolving issues, 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.

Key Responsibilities

Customer Support

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Assist customers with issues related to ordering, shipping and receiving product.
• Handle and resolve customer complaints related to customer service, escalating issues when necessary to ensure prompt resolution.

Order Management

• Process customer orders, returns, and exchanges efficiently.
• Coordinate with logistics and supply chain teams to ensure timely delivery of products.
• Track and update customers on the status of their orders and any potential delays.

Documentation and Reporting

• Maintain accurate and detailed records of 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.

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.