Associate , Customer Service & Sales Support

Customer Service Associate Position Summary

The Customer Service Associate will execute a variety of customer service activities across both Surgical and Ocular business units. In this role, you will provide clerical or administrative tasks to help optimize processing orders from customers and our sales team, including but not limited to assisting with resolving order, account and delivery issues.

• Answer incoming calls and basic customer questions and inquiries using computer software (via soft phone).
• Understand customer requirements, analyze, and provide appropriate clarifications and solutions.
• Route and direct specific customer inquiries to appropriate personnel, escalating to team lead and or customer service manager when needed.
• Activation and maintenance of customer accounts, as well as updating pricing in ERP.
• Process customer sales order & requisitions received via sales field ordering tools, emails, calls, and faxes.
• Review/validate order requests and properly enter order details into our ERP program accurately.
• Sales order payment processing for credit card payments.
• Processing PCLs - Pricing letter confirmations and verifying customer pricing accuracy on orders vs existing pricing on account.
• Processing of consignment related orders - invoicing/billing of tissue and resolving inventory discrepancies.
• Processing order of value‑add items – such as request for freezer/thermometers and nanocoolers.
• Work with the Accounts Receivables department to ensure orders are routed expeditiously, setting up credit terms and resolving credit hold issues; maintain open and efficient communication between AR and the Sales field regarding order/account holds.
• Handle/request credit & rebills for invoice correction purposes.
• Provide support to our Commercial team (Sales & Marketing); routing sales leads, customer inquiries, and product complaints to their respective departments.
• Assist the Distribution Department with delivery status of shipped orders, managing delivery delays and order exceptions and correcting/replacing orders as needed; maintain open and efficient communication between Distribution and the Sales field regarding order/inventory issues.
• Assist with Donor Recipient Information (DRI) cards processing, along with all other customer/account/sales related duties that may arise.
• Utilize reports and tools within  for customer support related functions.
• Perform outbound account calls to current and prospective clients to promote products/services, generate leads, and maintain relationships.
• Conduct inside sales activities including lead follow‑up, quoting, and order processing to support revenue growth.

• Escalate all product related events/report to the Quality team within a timely manner.
• Assist Quality with obtaining details on product related events.
• Complete all Quality related trainings within the required timeframe (Master Control, Litmos, etc.).

• Work cross‑functionally with key internal partners including but not limited to Quality, Distribution, Accounts Receivable, Sales, Commercial Operations.
• Utilize multiple programs and systems across dual monitors while answering questions over the phone.
• Excellent communication skills; fluent (oral/written) English.
• Proficient in Microsoft software applications:
  Teams, Excel, Word, PowerPoint, Outlook.
• Provide world‑class customer experience, ability to work under stressful situations and multi‑task.
• Able to verbally express specifications by telephone and electronic communications.
• Participate in executing customer service strategies.
• Inform customers about order status, invoices and other standard information as needed.
• Flexibility to work overtime as required, possible weekends, even on short notice.
• Ability to work varying schedules.
• Consistent and timely adherence to assigned schedule.

• High School Diploma, required.
• Associate's Degree, preferred.
• Salesforce CRM experience, preferred.
• Sage ERP Experience, preferred.
• 2 years in a customer service oriented environment, preferred.

• Sedentary work that generally requires sitting and/or standing.

Entry level

Full‑time

Other