Customer Service Specialist

Job Summary:

Provide general customer service and support to our internal and external customers by acting as the first point of contact for all service matters related to the customer.

Essential Duties and Responsibilities:

• Handle inbound and outbound calls, emails, faxes and other communication channels to/from internal and external customers in a timely manner
• Manage the full purchase order intake process with internal and external customers via fax, email, or phone
• Field and respond to all types of customer inquiries including order placement, order status and tracking, general product questions, inventory availability, product pricing, returns, credits, account status, new account creation, etc.
• Handle customer complaints and process returned goods authorizations for products for reasons including defective or damaged goods and incorrectly shipped goods
• Maintain a supportive relationship with our Sales organization
• Interact with other departments within the organization and offer support or information when needed
• Provide feedback regarding potential process improvement ideas
• Communicate problems or concerns to managers on an as-needed basis with recommendations on how to resolve
• Support company goals and objectives, policies and procedures, good manufacturing practices, and FDA regulations

Knowledge, Skills and Abilities Required for Successful Job Performance:

• BA/BS in Business preferable but not required, or equivalent combination of education and experience
• 5 years of experience in a professional office environment, which requires interaction with internal and external customers
• 2+ years of customer service experience in a fast paced office environment inclusive of data & order entry required (example: call center)
• Proficiency and experience working with Microsoft Word, Excel, Outlook, and PowerPoint
• Previous experience and proficiency working with EPR/CRM programs

Specifications/Other

• Knowledge of medical manufacturing and/or distribution preferred
• Excellent oral and written communication skills
• Exceptional detail orientation and time management skills
• Highly customer focused (both internally and externally)
• Ability to analyze a situation for root causes and determine the best possible solution and/or direction for resolution
• Ability to take independent action while exhibiting sound judgement in solving problems and completion of projects and assignments
• Proficiency in Microsoft Windows, especially MS Word and Excel
• Ability to interact effectively with individuals at all levels in the organization
• Ability to successfully multi-task in a face-paced environment
• Hours are regular business hours but must be available and willing to work flexible schedules as needed
• This position operates in a professional office environment. Physical demands of this position include: sitting and use of a computer for extended periods of time
• We are a fast growing company with opportunities for growth