Customer Service Representative

SUMMARY

Under the direction of the Operations Manager – MedTech, the Customer Service Representative is engaged in handling orders, telephone, and other inquiries from customers. Complies with customer service policies and procedures to ensure consistent customer service and satisfaction to our medical customers. Recommends corrective action, maintains records regarding customer requests and determines work procedures/schedules to expedite workflow. Provides support to outside salespeople on key customer accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsible for communicating customer specifications and requirements to engineering / estimators, i,e, Request for Quote (RFQ).

Responsible for handling every aspect of a customer’s purchase order, including, but not limited to, the timely verification of data and accurate entry of order information into the order entry systems.

Works with purchasing and production personnel as required to define delivery dates, communicate delivery commitment to customers and follow-up with written acknowledgements.

Serves as customer advocate driving improvements in service levels as needed.

Acts as a point of contact for the field sales team to identify, investigate and clarify problems and determine quick and effective resolutions.

Communicates proper billing terms, agreements and conditions to Accounts Receivable. In some cases (i.e. government contracts) processes invoices.

Handles Return Merchandise Authorization (RMA)’s and credits through the accurate and timely entry of data into the Customer Relationship Management (CRM) data base.

Provides and monitors the metric for on-time delivery, order fulfillment and cycle time. Ensures continued improvement of service levels and provides corrective actions to sustain customer service levels.

Supports continuous improvement efforts as required.

Maintains overall service continuity between customer service / inside sales, outside sales, engineering and operational personnel to ensure that customer service levels are maintained.

Manages special projects as assigned by manager.

Remains accountable for all commitments made.

Confirms quotes through data base with customers.

Performs all other duties as assigned or needed.