Customer Service Specialist

Customer Service Specialist

The Customer Service Specialist is the primary point of contact responsible for ensuring high-quality service to customers. This position focuses on investigating and resolving complex issues and processes related to order expediting, handling complaints, and responding to product inquiries. The role also provides crucial Inside Sales Support to the sales force and channel partners.

Essential Job Functions :

• Uphold and follow the corporate vision, mission, and values statements.
• Understand, follow, and support the internal quality system policies, procedures, and applicable external regulations, including export and global medical device regulations.
• Prepare and file all export documentation.
• Act as a liaison between company management and dealers / distributors.
• Communicate with appropriate internal teams to efficiently and professionally resolve complaints, problems, returns, and repair issues.
• Assist the internal sales force and dealers in resolving complex customer issues.
• Manage incoming customer interactions and sales processes.
• Answer the phone and process customer orders.
• Address customer issues and respond to requests in a timely manner.
• Issue product quotes.
• Issue RGA (Returned Goods Authorization) numbers and process returns.
• Maintain critical records and reporting.
• Compile department activities and report them to management.
• Maintain critical databases, such as the Customer Maintenance Files.
• Collaborate with the Accounts Receivable department to resolve credit and collection issues.
• Work with the Inventory Control Department to coordinate consignments, leased equipment, and trial and sets.
• Document and maintain current Customer Service procedures.
• Inside Sales Focus : Source new sales opportunities through inbound lead follow-up, outbound cold calls, emails, and data analysis.
• Team up with channel partners (Regional Business Managers, sales representatives, etc.) to build pipelines and close deals.

Minimum Qualifications :

The qualifications below represent the knowledge, skills, and abilities required to perform this job successfully.

Knowledge, Skills, and Abilities :

Work Environment and Physical Requirements :

Pay Details : $24.00 to $30.00 per hour

Equal Opportunity Employer / Veterans / Disabled

Military connected talent encouraged to apply