Customer Service Representative

This range is provided by SANUWAVE. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$24.00/hr - $33.00/hr

The Customer Service Representative (CSR) is the frontline support for all questions, concerns, and issues that arise for customers and the Sales team. This role is responsible for the entire order process from new customer set-up to invoicing. The CSR develops and maintains strong customer relationships by maintaining expectations, providing a seamless experience and providing post-sales support.

• Answer incoming emails and phone calls from customers and sales reps related to product and process questions.
• Provide basic technical support and live troubleshooting for our devices and systems.
• Log all complaints into the ERP system and track progress using Excel spreadsheets.
• Guide customers through resolution of their issue from initial receipt to inspection/repair, QA review and final shipment ensuring a positive customer experience.
• Communicate expectations and steps throughout various complex processes, providing proactive updates to customers throughout their resolution process to ensure transparent communication and satisfaction.
• Provide thorough, friendly, written, and verbal responses to customers and internal teams related to orders and customer complaints.
• Handle initial intake of complaints providing the necessary troubleshooting before escalating to Quality Assurance, as needed.
• Utilize multiple tools and resources, including ERP systems, Excel, and Microsoft Teams to manage and monitor cases efficiently.
• Adhere to a robust process that ensures accuracy, accountability, and high-quality outcomes.
• Build and develop relationships with customers and sales team.
• Handle multi-step procedure of order processing including but not limited to contract verification, new customer and pricing set-up, sales and transfer orders, expediting, returns, consigned inventory, trunk stock, samples and demo.
• Create and update customer and pricing data and process sales/transfer orders using Net Suite.
• Prioritize the needs of customers and sales team via various means including phone calls, emails, and tickets.
• Manage consigned inventory including agreements, initial orders, bill and replace POs, and par level.
• Manage trunk stock with sales team including documenting field product transfers and physical inventory verifications.
• Resolve inventory discrepancies related to consignment of inventory and trunk stock.
• Manage sales demo units and sample products.
• Act as an advocate for customers by providing feedback on process, policy and workflow improvements.
• Other duties and projects, as assigned.

• At least 5 years of customer service experience with direct customer interactions including clinical, purchasing/procurement, and/or sales teams required.
• At least 1 year of medical device experience is required.
• Proven experience problem solving and prioritizing independently in a dynamic environment.
• Proven commitment to customer services including, but not limited to, positive attitude in the face of adversity, attention to details, clear and supportive communication written and verbally.
• Net Suite CRM experience preferred.
• Consignment inventory and trunk stock experience preferred.
• Start-up, rapid growth, and fast paced environment experience preferred.

Associate

Full-time

Customer Service

Medical Equipment Manufacturing

Medical insurance

Vision insurance

401(k)

Disability insurance