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Job Title : Customer Service Rep 1 - Full Time- Non-exempt
Primary Responsibilities
Respond to a heavy volume of customer phone calls, e-mails and faxes related to order inquiries.
Responsibilities include expediting orders, tracking shipments, investigating shipping problems and coordinating resolution of any issue that may negatively affect customer satisfaction.
Create customer order requests in appropriate databases to support accurate processing of domestic and international customer orders, pricing and invoicing.
Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering into system.
Communicate and interface with customers, freight forwarders, agents, vendors, sales, supply chain and internal team,
Comply with all company, departmental and applicable quality system requirements, procedures and policies.
Manage short supply situations, backorders and manual allocations as required.
Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts.
Ensure that all potentially serious incidents are raised to the appropriate level of management.
Timely and accurate processing and invoicing of domestic and/or international orders.
Support promotional sales campaigns and product launches.
Resolve service inquiries to the satisfaction of the customer within established company guidelines.
Handle all customer inquiries and concerns according to FDA/ISO/cMDR and other regulations governing medical devices and HIPPA regulations.
Participate in other projects as required.
Expertise: Knowledge & Skills
Excellent oral and written communication skills
Detail oriented individual who is able to prioritize work to ensure proper work flow
Excellent interpersonal skills and service orientation
Ability to multi-task
Required Education and Experience
Minimum 1 year experience using an ERP system preferred
High School Diploma or GED required; Associates Degree preferred
Other Duties
Backup/ team coverage of other functions
Other projects and duties as assigned by to other departments
