Job Title: Customer Service Representative
FLSA Status: Hourly Non-Exempt
We manufacture and distribute medical device solutions specializing in neonatal, vascular access, and USP approved products. We utilize the latest manufacturing technologies and offer products through a fully trained, professional network of direct sales representatives and specialty distributors.
Every team member, every activity we undertake, and every policy we enact must reflect our core values:
Integrity – consistent, honest, and truthful.
Commitment – a pledge or a promise. We are committed to Valuing Life and putting our patients first.
Open-mindedness – Receptive to new or different ideas or opinions.
Improvement-oriented – a continuous improvement culture.
Human Driven – empowerment of our people through knowledge and resources.
Job Summary:
The Customer Service Representative is responsible for providing timely, efficient, and professional support to both internal and external customers regarding the products offered.
This role requires effective communication and problem-solving skills to ensure customer satisfaction. Primary duties include handling inquiries, providing information, resolving issues, and generating leads in alignment with company protocols and customer service standards.
This position reports directly to the Customer Service Supervisor.
Essential Functions:
- Customer Communication: Receive and place customer calls, maintaining professional and courteous interactions.
- Relationship Management: Build strong customer relationships through clear, open, and interactive communication.
- Data Entry: Ensure all customer data is entered accurately into the system and is compliant with established protocols.
- Complaint Handling: Address customer complaints, provide appropriate solutions, and follow up to ensure complete resolution within established time limits.
- Sales Support: Identify opportunities to generate sales leads and communicate them to the appropriate team members.
- Product Knowledge: Maintain up-to-date knowledge of company products and services to provide accurate information to customers.
- Escalation Management: Identify and escalate complex issues to the appropriate departments when necessary.
- Customer Interaction Channels: Respond to inquiries via phone, email, or chat promptly and professionally.
- Logistics Support: Provide tracking information and assist with claims for damaged shipments upon request.
- Attendance: Exemplary attendance is required to meet customer needs consistently. This is an onsite position.
Education and Experience Requirements:
- High School Diploma or equivalent required.
- Minimum of 2 years of direct customer service experience, ideally in a role interacting with customers and internal teams such as sales representatives and management.
Knowledge, Skills, and Abilities:
- Strong interpersonal skills to engage effectively with customers and internal teams.
- Proficient phone handling and active listening skills.
- Strong time management skills with the ability to prioritize and manage multiple tasks.
- Analytical and problem-solving skills to resolve customer issues.
- Accurate data entry and experience with electronic ordering systems.
- Keen attention to detail and strong organizational skills.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office Suite.
- Ability to work collaboratively in a team environment and provide a positive customer experience.
- Ability to thrive in a fast-paced environment.
FLSA Evaluation:
This position is classified as non-exempt and is eligible for overtime under the Fair Labor Standards Act (FLSA).
Environmental Conditions:
Work is primarily performed in an office environment with frequent use of computers and telephones.
Physical Requirements:
- Primarily a sedentary role, though some filing and handling of documents is required.
- Must be able to lift and move items up to 20 pounds occasionally.
- Frequent standing, walking, and sitting are necessary.