Customer Service Representative – NH
Position Summary:
We are seeking a dedicated and detail-oriented Customer Service Representative to join our team in the medical device industry. This role serves as a key liaison between our customers, field sales team, and internal departments. The ideal candidate will provide exceptional service by managing customer inquiries, processing orders, and supporting post-sales activities with accuracy and professionalism.
Key Responsibilities:
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Provide frontline support for incoming inquiries from healthcare providers, distributors, and internal sales representatives via phone and email.
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Process customer orders, returns, and quotations in compliance with regulatory and company guidelines.
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Maintain and update customer accounts, including billing/shipping addresses, account terms, and shipping preferences.
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Communicate pricing, product availability, order status, and shipment tracking clearly and promptly to customers.
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Coordinate with warehouse and logistics teams to ensure timely and accurate delivery of medical devices and supplies.
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Monitor and follow up on orders to ensure they are shipped and delivered within required timeframes, particularly for time-sensitive or critical medical needs.
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Support the processing of product returns and repairs, including generating Return Material Authorizations (RMAs) and coordinating credit or replacement as appropriate.
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Investigate and resolve shipment issues, including delays, misroutes, or lost packages, by working with carriers and internal teams.
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Maintain compliance with industry regulations, including FDA guidelines, by ensuring proper documentation and handling of customer interactions and transactions.
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Track and manage customer feedback, escalating technical questions or product-related issues to the appropriate technical or clinical support teams.
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Assist in compiling data for internal reports related to customer service metrics, inventory, and fulfillment accuracy.
Qualifications:
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High school diploma or equivalent required; associate or bachelor’s degree preferred.
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Minimum of 1 year of customer service experience, ideally in a regulated industry such as medical devices, healthcare, or pharmaceuticals.
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Familiarity with ERP systems such as Sage, IFS, SAP, or similar platforms.
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Strong proficiency with Microsoft Office Suite, including Outlook, Word, and Teams.
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Excellent communication skills and a professional demeanor, with the ability to convey critical information to healthcare professionals accurately and compassionately.
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Strong organizational skills and the ability to manage multiple tasks in a high-volume, fast-paced environment.
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Experience working within FDA-regulated environments or with ISO-certified processes is a plus.
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