GENERAL SUMMARY
The Customer Service Representative is responsible for enhancing the customer experience by consistently providing a high level of service related to processing orders, product inquiry, returns, replacements, and complaint management.
To perform this job successfully, an individual must be able to perform each essential job task satisfactorily. The tasks listed below are representative of the knowledge, skill, and/or ability required.
ESSENTIAL JOB FUNCTIONS *
Provide first line communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service and consistent follow-up.
Process customer orders/changes according to established company policies and procedures.
Process customer returns according to established company policies and procedures.
Provide timely and accurate information on incoming customer order status and product knowledge requests.
Partner with Sales and other internal departments to meet or exceed customer service expectations.
Resolve customer issues and recommend corrective measures as appropriate, continually identifying ways to improve and streamline processes to increase customer satisfaction.
Provide timely feedback to other departments regarding service interruption or customer concerns.
Maintain and effectively apply knowledge of products, services, and current organizational policies.
Communicate effective and accurate business correspondences to customers and team.
Actively participates in virtual and on-site team meetings.
OTHER DUTIES AND RESPONSIBILITIES
None
PREPARATION, KNOWLEDGE, SKILLS & ABILITIES
Knowledge of principles and processes for providing customer service. This aptitude includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Education and or experience in a Customer Service function.
Excellent communication, both verbally and written, with a strong focus on delivering exceptional service.
Ability to work effectively as part of a team.
Solid computer skills and experience with Salesforce or other CRM applications preferred.
Medical Device industry experience a plus.
WORKING CONDITIONS/PHYSICAL DEMANDS
Normal business office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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