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 10:30 AM to 7:00 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.