Customer Service Representative

SUMMARY

Join a customer-first team where you'll own the end-to-end experience for business and consumer inquiries. In this hybrid role, you'll be the go-to resource for order status, product availability, shipment tracking, licensing questions, and general product support—coordinating across supply chain, finance, sales, quality, and regulatory to deliver fast, accurate answers.

What's in it for you : competitive pay with performance bonus potential, flexible hybrid schedule, hands-on training and mentorship, strong 401(k) match, health & wellbeing programs, and a clear path to broaden skills across operations, commercial, and compliance.

RESPONSIBILITIES

• Serve as the primary point of contact via email, phone, and fax; establish positive rapport and handle each interaction with professionalism and urgency.
• Process and monitor customer purchase orders; issue order confirmations and proactively communicate status, backorders, and substitutions when applicable.
• Prepare and respond to documentation requests : shipment tracking, advance ship notices, packing slips, certificates of insurance, licenses, and proof-of-delivery.
• Set up and maintain new customer accounts within the enterprise system; ensure data integrity across accounts, pricing, and compliance documentation.
• Collect, validate, and update program data in internal databases and trackers to support reporting and audit readiness.
• Partner closely with supply chain, distribution, finance, sales / marketing, regulatory affairs, and quality to investigate and resolve customer issues end-to-end.
• Use approved FAQs and guidance to answer product questions; explain terminology and next steps clearly to both business contacts and consumers.
• Identify and route potential Adverse Events and Technical Complaints per established procedures; document thoroughly to support quality and regulatory review.
• Generate routine and ad-hoc reports for internal and external stakeholders.
• Adhere to privacy / security, SOPs, and work policies; continuously look for ways to improve speed, accuracy, and customer satisfaction.

QUALIFICATIONS

BENEFITS