Customer Service Representative

Responsibilities

• Oversee the entire order-to-delivery process for assigned customer accounts.
• Ensure accurate and timely entry of customer orders into the system.
• Using dashboards and reports, monitor and track orders to ensure timely delivery and fulfillment.
• Act as the main point of contact for customer inquiries related to orders including but not limited to written requests and phone inquiries.
• Develop and maintain strong relationships with key customer accounts.
• Understand process and system complexities to resolve customer issues and concerns professionally in a timely and effective manner.
• Understand the customer’s internal processes and business needs while delivering solutions within our established processes and business requirements.

• Work closely with sales, marketing, logistics, and production teams to coordinate order fulfillment.
• Communicate order status, delays, and any issues to customers proactively.
• Collaborate with the finance department to resolve any billing or payment issues.
• Conduct meetings and presentations to educate healthcare professionals about our processes, systems, and self-service tools.

• Maintain accurate records of customer orders, accounts, interactions, and transactions.
• Generate and act on reports that provide order status, delivery performance, and customer satisfaction.
• Analyze order data to identify trends, issues, and opportunities for improvement.
• Ability to adapt to rapidly changing processes and environments.
• Identify areas for improvement in the order management process.
• Implement best practices to enhance efficiency, accuracy, and customer satisfaction.
• Participate in cross-functional projects aimed at improving the overall order-to-cash process.

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field or equivalent experience.
• Minimum of 2-5 years of experience in order management, customer service, or account management.

• Strong understanding of order processing and supply chain management principles.
• Proven track record of success in account/customer management.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Comfortable working in ambiguity: able to adjust priorities quickly, learn fast, and stay productive through frequent change
• Brings a positive, solutions-first attitude: stays steady under pressure and helps the team stay grounded during high-volume or high-change periods.
• Enjoys special projects and taking ownership: raises hand for new initiatives, testing, documentation, and process fixes
• Detail-oriented with strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Problem-solving skills with a proactive approach to addressing issues.

• Experience in the healthcare or medical device industry.
• Proficient in SAP and Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to understand complex healthcare products and services and effectively communicate their value to customers.
• Experience in identify problems and trends and successfully implementing solutions, including process improvements and system enhancements.