Customer Service Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the fulfillment of customer orders, manage open orders, address service issues, and provide resolutions.

• Serve as the main point of contact between customers, sales teams, and various cross-functional departments.

• Produce weekly reports on open billable orders for the sales team.

• Review and manage open orders, resolving issues related to delivery, billing, and incomplete order statuses.

• Accurately document any delays and changes to orders.

• Assist with the setup of new accounts, collaborating with Customer, Sales, Legal, and Finance departments.

• Work in coordination with 3PL, supply chain, and sales teams to manage customer expectations and ensure order fulfillment.

• Keep records of customer equipment and facilitate any necessary upgrades.

• Support the Equipment Evaluation program and manage shipments, returns, or purchase conversions.

• Investigate and process credits, debits, and Returned Goods Authorizations.

• Handle trunk stock requests and perform monthly audits and reconciliations.

• Create monthly reconciliation performance reports for leadership review.

• Respond to incoming and outgoing customer calls and emails.

• Professionally, accurately, and promptly reply to emails.

• Document customer interactions in accordance with Standard Operating Procedures.

• Follow established processes, policies, and procedures.

• Escalate issues as necessary.

• Identify and document process changes and enhancements in collaboration with Customer Service Management.

• Report directly to the Customer Service Manager.

⛳️ Requirements

• High school diploma is required.

• A minimum of 5 years' experience in a customer service position within the medical device or durable medical equipment sector, or an equivalent combination of education and experience.

• Work location: Remote (West Coast).

• Travel: 10% required.

• Full-time employment status.

• Exceptional interpersonal skills and phone etiquette.

• Strong attention to detail and the ability to multitask in a fast-paced setting.

• Skills in problem resolution, follow-up, planning, and organization, including the ability to meet deadlines.

• Ability to work independently as well as collaboratively within a team, utilizing effective time management techniques.

• Proficient in typing and skilled in MS Word, Excel, Outlook, and Teams.

• Ability to quickly learn and adapt to new technologies and applications.

• Experience with Netsuite, SalesForce, and QuickBooks systems is preferred.

• Capability to work at a computer workstation for prolonged periods.

• Previous experience in the medical device industry is mandatory.

• Compliance with applicable county, state, and federal vaccination regulations is required.

• Legal authorization to work in the United States is necessary.

🏝️ Benefits

• Variable incentive plan.

• Stock options, offering ownership and a stake in a mission-driven company.

• 401(k) retirement plan.

• Healthcare insurance coverage.

• Paid vacation time.

• A diverse work environment.

• Opportunities for continuous learning and dynamic challenges to foster professional growth.