Customer Service Specialist

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• DEPARTMENT :
• Sales
• REPORTS TO :
• Director Of Operations
• DATE :
• April 2025
• Position Summary :

Under the direction of the TBD, the Customer Service Specialist oversees activities which include servicing existing customer accounts and supporting a people-focused, relationship-driven sales environment. This role bridges operational excellence with interpersonal finesse, handling everything from processing purchase orders and forecasts to negotiating, relationship-building, and thoughtful follow-ups. This position acts as a vital liaison between Sales and other departments and plays a key role in ensuring smooth order execution and exceptional client communication. The Specialist also contributes to onboarding and training for new customer service staff and prepares responses to Requests for Quotation (RFQs) in accordance with established procedures. This position is designed for a conversational artist, someone who can confidently sell trust, deliver details, and navigate both the interpersonal and logistical sides of business with authenticity, clarity, and emotional intelligence.

• Job Duties :
• Relationship Management :
• Engage with customers in a personable and professional manner, building lasting relationships through excellent communication and attentive service.
• Customer Orders Coordination :
• Manage the flow of customer orders through internal systems, ensuring clarity, speed, and quality.
• Forecast and Order Input :
• Input customer forecasts and orders per procedures, with a high degree of accuracy.
• Order Staging and Fulfillment :
• Stage orders following the order entry process, ensuring they’re completed on time or providing timely updates to customers when adjustments are necessary.
• Pricing and Quotations :
• Provide accurate product pricing to customers on existing products and create quotations after receiving RFQs - including developing Product Briefs and collaborating with Engineering for cost estimates.
• Customer Service Metrics :
• Actively participate in the achievement of customer service goals and key performance indicators.
• Order Verification :
• Review and verify order information using ISO 9001 and ISO 14001 procedures, ensuring compliance and consistency.
• Onboarding & Training :
• Train new customer service employees in administrative processes, tools, and soft skills aligned with company standards.
• Reporting :
• Generate and maintain order and sales reports for management and team members, as needed, including customer-facing performance graphs or dashboards.
• Collections & Notifications :
• Tactfully help manage collections and proactively notify customers about order statuses, changes, and relevant information.
• Negotiation & Relationship-Based Selling :
• Support negotiation and relationship-oriented sales efforts, helping build customer loyalty beyond price point conversations.
• Customer-Centric Culture :
• Deliver service that feels human, warm, and proactive, always anticipating the needs behind the transaction.
• Team Collaboration :
• Act as a key bridge between Sales, Engineering, Production, and Shipping to support unified customer success.
• Medical Simulation and solutions Knowledge :
• Understand and accurately communicate the basics of medical simulation products, components, and benefits.
• Assist customers in identifying appropriate simulation solutions based on clinical needs and educational goals.
• Partner with the engineering and production teams to ensure accurate translation of customer requirements for simulation products.
• Clinical and Anatomical Understanding :
• Demonstrate working knowledge of clinical terminology, human anatomy, and medical training practices to better serve customers involved in healthcare simulation.
• Confidently discuss product anatomical accuracy, functionality, and intended training outcomes with clinical customers.
• Stay informed on key trends in healthcare simulation and clinical education to enhance customer conversations.
• Other Duties :
• Perform additional related tasks as assigned.
• Accountabilities :
• Responsible for efficient functioning of customer service and sales-related communication within the company.
• Accountable for delivering a high-touch, people-first experience to customers while maintaining internal procedural accuracy.
• Ensures compliance with ISO 9001 and ISO 14001 quality and environmental management standards through daily practices.
• Maintains working competency in simulation product knowledge and supports the company's reputation for anatomical and clinical excellence.
• Qualifications :
• Minimum of 4 years' experience in customer service, preferably in a manufacturing, simulation, or B2B environment.
• High School diploma with secondary training in computer or business skills required; a 2-year degree in a business-related or healthcare field preferred.
• Demonstrated excellence in interpersonal and conversational skills, with a focus on empathy, tact, and professionalism.
• Strong skills in sales support, negotiation, and relationship-based service.
• Basic understanding of human anatomy, clinical terminology, and / or healthcare training environments preferred.
• High level of attention to detail, organization, and ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office (Excel, Word) and familiarity with CRM systems.
• Proven ability to collaborate across departments, contribute to a team, and train others.
• Committed to the continuous improvement of quality and environmental standards.

Job Type : Full-time

Pay : From $18.00 per hour

Expected hours : 40 per week

Shift :
• Day shift

Work Location : In person