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:
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Follow company policies and procedures to accurately and timely process order entry transactions, including those received via phone, fax, or email
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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
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Advise customers on product availability and inventory status
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Assist the sales team with account inquiries and problems involving carrier concerns, product availability, pricing, and billing
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Successfully resolve routine customer issues with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations
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Process product returns using QAD (company system) in adherence with regulatory and documentation requirements
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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
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Respond to all customer complaints immediately and notify all relevant parties; escalate as appropriate
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Maintain customer account information, assuring efficient billing and maintenance of all related paperwork
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Maintain appropriate level of confidentiality with regard to customers or company matters
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Complete all projects and general administrative functions as assigned
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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
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Experience with QAD or other similar ERP system required
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Skilled in the use of Microsoft office suite, especially Excel, Word & PowerPoint
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Excellent communications skills (both written and verbal) required
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Demonstrated ability to provide a great customer experience through written and verbal skills
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Experience working with Salesforce a plus
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Strong ability to multitask and manage time effectively
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Self-motivated, organized, strong attention to detail, and ability to meet deadlines required
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Ability to work cross-functionally with a customer-driven focus and sense of urgency
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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.
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