Representative, Customer Service - New Patient Care

Customer Service Operations Representative

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution. Customer Service Operations is responsible for providing outsourced services to customers relating to medical billing, medical reimbursement, and / or other services by acting as a liaison in problem-solving, research and problem / dispute resolution.

The Representative II, Customer Service Operations processes orders for distribution centers and other internal customers in accordance with scheduling, demand planning and inventory. The Representative II administers orders in internal systems and responds to customer questions, clearly communicating delays, issues and resolutions. This job also processes non-routine orders, such as product samples, and ensures that special requirements are included in an order. This position specializes in new patient care on the customer service team.

Responsibilities :

• Processes routine customer orders according to established demand plans, schedules and lead times using SAP and other internal systems.
• Enters all necessary order information, reviews order contents, and ensures that orders are closed once completed.
• Responds to inquiries from internal customers, such as Distribution Centers, regarding order tracking information as well as on-hold, back order and high priority statuses.
• Identifies and communicates resolutions to order delays, missing information, and product availability based on customer profiles.
• Uses dashboards and reporting from internal systems to identify causes of order issues, such as lack of inventory or invalid measures or requirements in the order. Creates visuals and conducts analyses as necessary to understand and communicate order data and issues.
• Coordinates with a variety of internal stakeholders, including Planners and externally facing Customer Service Representatives, regarding customer issues.
• For international shipping and in cases of special-order requirements, coordinates with Quality and Global Trade teams in order to ensure compliance of orders.
• Processes orders for product samples and trials, coordinating with Marketing teams as necessary to understand the purpose and requirements of the samples.

Qualifications :

What is expected of you and others at this level :

Anticipated hourly range : $15.75 per hour - $18.50 per hour

Benefits :

Application window anticipated to close : 11 / 21 / 2025

If interested in opportunity, please submit application as soon as possible.