Customer Service Representative

• Job Category: Administration , Customer Service , Manufacturing , Production , Sales

The Customer Service Representative manages customer accounts, coordinating communications and fostering relationships to support satisfaction, retention, and growth. They oversee sales order management, forecast entry, and lead the price adjustment process. This role advocates for the voice of the customer internally, drives issues resolution, and collaborates across departments to ensure successful delivery of Medbio products and services.

• Serve as the primary point of contact for assigned customer accounts via email, phone, and virtual meetings, building strong and positive relationships.
• Actively engage in customer virtual calls with professional on-camera presence and participate in on-site visits as needed
• Represent the voice of the customer in internal meetings, advocating for their needs, expectations, and feedback and drive issue resolution for customer concerns, complaints, returns, and product issues.
• Maintain accurate records of customer interactions and transactions using the ERP and CRM systems, as well as customer portals, when necessary.
• Responsible for sales order management, including initiating and overseeing the customer purchase order process, conducting contract reviews, confirming orders, managing order changes and customer returns, and identifying and resolving any order discrepancies or abnormalities.
• Manage and review open order reports with the management/operations team, collaborating with internal departments to understand and communicate the delivery status of outstanding orders; communicate any changes to the committed delivery schedule to customers in a timely manner.
• Provide customer-directed shipment requirements such as schedule, quantities, destination, transportation method, special instructions, and communication as necessary across departments.
• Gather forecasts from assigned customers, review for accuracy and consistency with historical trends and current business conditions, and enter the data into the ERP system.
• Evaluate and recommend pricing for current production parts based on material cost fluctuations and other relevant factors, ensuring proposed changes are aligned with company strategy and submitted for management approval.
• Develop a strong understanding of assigned customers’ parts, programs, markets, and product categories for each part in production, while actively learning about customer needs and priorities to strengthen relationships, identify new business opportunities, and support effective account management.
• Collaborate with Operations, Shipping, Production, Quality, Tooling, Sales, Finance, and Engineering personnel to guarantee the best customer experience.
• Maintain a clean, neat, professional, and safe work environment.
• Support and adhere to corporate mission, vision, and value statements and policies.
• Perform other duties as assigned by Sales Management.

Directly reports to the Customer Service Manager, while working closely with production management, engineering, and sales. Needs to be a team player and work closely with entire Medbio team.

• Associate’s degree in applicable field or applicable industry experience required.
• 3+ years of experience as a Customer Service Representative or in a similar customer-facing role.
• Previous experience in a manufacturing setting.
• Proficiency with Microsoft Office Suite.
• Experience with CRM and ERP systems preferred.
• Excellent organizational and time-management abilities.
• Attention to detail, proactive problem-solving, and follow-through.
• Ability to work collaboratively in a cross-functional, fast-paced environment.
• A commitment to providing outstanding customer service that builds trust and long-term relationships.

• Must be able to work and perform what would be considered standard practices for this type of positions in the industry.