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Customer Service Representative - Medical Device Company

Company: Confidental Company
Location: Irvine
Posted on: September 19, 2022

Job Description:

JOB SUMMARY: The position of Customer Service Representative is an integral part of the Customer Service team who manages the Customer order processing function. The individual filling this position provides exceptional service to all inbound calls, ensuring Customers needing technical and product support receive it. Responsible for all Customer and salesforce contacts for all inquiries. Main point-of-contact for salesforce, Customers and distributors. Processes all global orders. Provides support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of Customer service and a high level of Customer satisfaction is maintained. Coordinates the handling of Customer-related situations. Customer Service Job Functions: Processes all incoming global Customer orders for all Company product lines. Receives, manages and follows-up all incoming Customer calls and emails across all product lines. Contributes to the development and maintenance of standards, policies and procedures regarding assigned sales territories, regions and international distributors. Responsible for maintaining current, accurate Customer database input into all Company database platforms. Answers Customer inquiries and communications as required. Conducts follow-up phone calls to Customers as needed. Receives, manages, and follows-up to all incoming correspondence or calls from salesforce and distributors as Management directs. Receives, manages and processes all Customer requests for Return Goods Authorizations (RGA), as directed by Sales and Marketing. Receives, manages and processes all requests for equipment Loaner Agreements (LA), as directed by Sales and Marketing. Administration Job Functions: Provides backup support to Company Receptionist/Shipping & Receiving Clerk. Prepares and distributes monthly productivity reports, as directed by Director of Marketing. Files all US salesforce quotations and produces and distributes Weekly Quotation Report. Performs other related duties as assigned by management. Maintains system hardware information as appropriate in Company electronic logs. Receives, manages and processes all field requests for literature and samples. Resolves product or service problems by clarifying the Customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Provides Finance information on new customers requesting opening accounts. Updates Customer records in Company Customer Relationship Management (CRM) software, as directed by Management. Assists in order fulfillment for marketing collateral ordered by salesforce. BENEFITS We are very proud to offer our employees a competitive employee benefits package which includes a 401K, healthcare insurance program and paid vacation. QUALIFICATIONS High School Diploma or equivalent College coursework, is preferred (not required) Customer Service in medical device company preferred (not required) 1-2 years of Customer Service to include order entry experience Excellent written and verbal communication skills is required Excellent detail-orientation High level of competency in using Microsoft Excel and Microsoft Word A track record of proven success in previous work experience is necessary Excellent organizational and time management skills A self-starter who is highly motivated to excel Full Covid-19 vaccination complete Excellent references Driver's License required Physical Requirements and Work Environment The Customer Service Representative position is 100% office-based, located at our Company Headquarters in Irvine. This position requires sitting for extended periods when facilitating our order-entry processes. Daily meetings with various internal departments requires frequent movement across two company floors. Daily use of a computer and other computing and digital devices is required. The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods.Job Type: Full-timePay: $65,000.00 - $70,000.00 per yearBenefits: 401(k) Dental insurance Health insurance Paid time offSchedule: 8 hour shift Day shift Monday to FridaySupplemental pay types: Bonus payAbility to commute/relocate: Irvine, CA: Reliably commute or planning to relocate before starting work (Required)Application Question(s): Are you able to reliably arrive to the work site at 8am, Monday - Friday?Education: High school or equivalent (Required)Experience: Customer service: 2 years (Preferred)Work Location: One location

Keywords: Confidental Company, Irvine , Customer Service Representative - Medical Device Company, Sales , Irvine, California

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