Overview:
The Senior Customer Service Representative will serve as a key link between clients and the company, ensuring exceptional support for inquiries related to our medical device manufacturing solutions. This role involves handling complex orders, resolving high-level customer concerns, and working closely with Engineering, Sales, and Production teams to maintain customer satisfaction. Additionally, this position includes mentoring and guiding junior team members while driving initiatives to enhance customer service processes.
Key Responsibilities:
- Serve as a primary contact for customers, providing in-depth guidance on products, services, technical details, and project timelines.
- Partner with internal departments-including Engineering, Sales, and Manufacturing-to coordinate order fulfillment and ensure alignment with customer specifications.
- Address and resolve escalated customer concerns, collaborating with the appropriate teams to provide effective solutions.
- Utilize historical data and industry trends to support competitive and accurate quoting processes.
- Process and review customer orders, ensuring compliance with project requirements and deadlines.
- Prepare and present reports on customer interactions, feedback, and service performance to management.
- Support internal and external audit processes, acting as a subject matter expert (SME) in customer service procedures.
- Drive service improvements by identifying areas for enhancement and recommending process refinements.
Qualifications:
- Associate or bachelor's degree in a related field, or 5+ years of experience in customer service, preferably within technical or contract manufacturing sectors.
- Strong leadership abilities with experience handling complex customer interactions.
- Proficiency in Microsoft Office and MRP software systems.
- Solid understanding of medical device manufacturing practices and regulatory requirements.
- Excellent problem-solving skills and a strategic approach to process improvements.