Job Description

Customer Service Rep

The ideal candidate will have over 3 years of customer service experience and be proficient in QuickBooks and MS Office (Outlook, Word, and Excel). Experience with SPS Fulfillment is a plus, as is prior experience in the medical device industry. The successful candidate will be a quick learner who thrives in a fast-paced environment and is committed to delivering exceptional customer service.

Essential Duties And Responsibilities include the following. Other duties may be assigned.

Key Responsibilities:

1. Accurately enter, process, creating shipping labels and BOLs and track customer orders using QuickBooks and SPS Fulfillment systems to ensure timely and accurate delivery.
2. Manage FBA shipments and Amazon and Walmart inventory.
3. Provide excellent customer service by promptly addressing customer inquiries via phone and email ensuring a positive customer experience.
4. Develop a deep understanding of our medical device products to provide accurate information and support to customers. Handle customer complaints.
5. Maintain customer accounts by acknowledging orders, resolving shipping discrepancies, and managing returns or exchanges.
6. Liaise with internal departments (sales, shipping, and technical support) to resolve customer issues efficiently and provide timely updates.
7. Maintain detailed records of customer interactions, transactions, comments, and complaints.
8. Proactively identify and resolve customer issues, demonstrating a problem-solving mindset and attention to detail.
9. Prepare regular reports on customer service activities, including feedback and trends, to support continuous improvement efforts.
10. Participate in continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
11. Help other departments when needed.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required for this position.

• Minimum of 3 years of experience in a customer service role, preferably within the medical device industry.
• Proficiency in QuickBooks and SPS Fulfillment is required.
• Strong knowledge of MS Office Suite, particularly Outlook, Word, and Excel.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Strong problem-solving skills and a proactive approach to customer service.
• Detail-oriented with strong organizational skills.
• Ability to learn quickly and adapt to changing environments.
• Previous experience in the medical device industry is a plus.
• Must be able to lift at least 25 lbs.

People Skills

Outgoing, friendly, and persuasive personality with high confidence. Ability to communicate clearly and effectively both orally and in writing, always present a professional image, gain the trust and confidence of others, work cooperatively with a variety of individuals, and always project a positive attitude.

Computer Skills

Intermediate to advanced skills in Microsoft Office. One or more years' experience using Microsoft Outlook. Applicant should be proficient in working with Windows operating systems and adept at learning new software applications.

Language Skills

Must possess the ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence; ability to effectively communicate with superiors, vendors, prospects, and clients, and the public.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will spend time at a desk. While performing the duties of this job, the employee is required to sit, write, type, talk, and hear. The employee may occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment: The Customer Service Rep will typically work in a professional office setting. The noise level in the work environment is usually quiet to moderate

Compensation / Pay Rate (Up to): $23.00 - $25.00 Per Hour

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