Customer Service Representative

SUMMARY: This position provides front-line support to customers and our field sales organization through effective implementation and execution of the customer service and order management functions.  Act as liaison with cross-functional internal departments (Marketing, Operations, Quality, etc.) in support of executing customer service activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.   Other duties may be assigned on an individual basis:

Follow company policies and procedures to accurately and timely process order entry transactions, including those received via phone, fax, or email

Assure that customer data is validated at time of order for pricing, terms, exception, or any special shipping requirements; order processed from entry through shipment and invoicing

Advise customers on product availability and inventory status

Assist the sales team with account inquiries and problems involving carrier concerns, product availability, pricing, and billing

Successfully resolve routine customer issues with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations

Process product returns using QAD (company system) in adherence with regulatory and documentation requirements

Work with Operations and Shipping teams to assure that orders are being shipped timely and accurately, and partner in identifying areas where processes can be improved

Respond to all customer complaints immediately and notify all relevant parties; escalate as appropriate

Maintain customer account information, assuring efficient billing and maintenance of all related paperwork

Maintain appropriate level of confidentiality with regard to customers or company matters

Complete all projects and general administrative functions as assigned

Foster and contribute to a positive and collaborative culture

EDUCATION/EXPERIENCE:

HS diploma and 3+ years’ experience in a customer support or service role; previous medical device product/company experience strongly preferred

Experience with QAD or other similar ERP system required

Skilled in the use of Microsoft office suite, especially Excel, Word & PowerPoint

Excellent communications skills (both written and verbal) required

Demonstrated ability to provide a great customer experience through written and verbal skills

Experience working with Salesforce a plus

Strong ability to multitask and manage time effectively

Self-motivated, organized, strong attention to detail, and ability to meet deadlines required

Ability to work cross-functionally with a customer-driven focus and sense of urgency

Ability to work independently and to prioritize activities and workload

Salary Range - 65,000-82,000 - non-exempt role

Please note that the salary information is a general guideline only. Imperative Care considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal equity, as well as location, market and business considerations when extending an offer.  As part of our total rewards package, Imperative Care offers comprehensive benefits including a 401k plan, health benefits, generous PTO, a parental leave program and emotional health resources.

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