Customer Service Representative II (Medical Device)
The Company:
Our client is exciting startup company that recently raised $100M in Series C funding. Their product is a state of the art Pulsed Electric Field Systems that achieves meaningful and lasting therapeutic outcomes for patients.
As our client grows its commercial operations, we need a customer service team committed to delivering world-class service to our customers, distributors, and field-based teams. The successful Customer Care Representative will have an intense focus on empathy and expertise, a relentless commitment to expedient response times, and the ability to collaborate cross functionally to solve complex problems. This is a person that delights in the opportunity to deliver a memorable experience with every customer interaction.
Key Responsibilities
- Act as tier one support for inbound phone and email queues for our external and internal customers.
- Setup new customer accounts in our CRM and ERP system including the maintenance of pricing, payment, and delivery terms.
- Issue customer quotes and contracts as directed by Sales while ensuring adherence to company policies.
- Enter customer and field rep orders in our ERP and coordinate delivery through our third-party logistics provider (3PL).
- Log customer complaints and partner with our 3PL and Operations team to return goods.
- Other related duties as may be assigned
Key Requirements
Education and Training:
- BA/BS in a related degree or equivalent years of education and experience.
Required:
- Minimum of 5 years’ experience maintaining complex customer and order data in a CRM and ERP.
- Minimum of 5 years’ experience working cross-functionally, especially with outside sales teams, to deliver customer quotes, orders, and other customer needs within company defined key performance indicators.
- Demonstrated ability to communicate verbally or in writing with customers in a way that shows empathy and, when appropriate, can deliver negative information in a positive way.
- Knowledge and understanding of phone, email, chat, and social media platforms utilized in contact centers.
- Intermediate knowledge of Microsoft programs like Outlook, Word, Excel, and PowerPoint.
- Willingness to work various shifts and days, including weekends and holidays, as the business needs.
- Ability to work in a regulated environment in compliance to ISO 13485.
Preferred skills:
- Experience in Medical Device or healthcare industry.
- Experience working in a (FDA & EU MDR) regulated environment.
- Experience with third party logistics companies, especially HealthLink Europe.
- Experience with Zoho CRM and Inventory.