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.