Customer Service Representative - Remote ​/ Telecommute

Job Title

Pay Range: $16.50hr - $21.50hr

• Minimum high school diploma required.
• Associates preferred, bachelor's degree is even better.
• 3+ years of experience in customer service, accounting, finance, or information systems.
• Outstanding communication skills, both verbal and written.
• Ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
• Passion for customers and delivering a world-class service experience.
• Excellent troubleshooting, problem solving and decision-making skills with excellent attention to detail.
• Demonstrated critical thinking and analytical skills.
• Demonstrated ability to embrace change and adaptability.
• Ability to partner with key internal and external stakeholders, establish effective working relationships.
• Proven ability to work both independently and in a fast-paced team environment.
• Ability to follow through and successfully execute tasks while adhering to specified quality standards.
• Ability to accept increasing responsibility and grow as the needs of the organization increase.
• Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
• Knowledge of products, services, and business operations is a nice to have.

• Resolve order management holds daily.
• Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries.
• Lead and/or support continuous improvement initiatives for the department.
• Use best practices and knowledge of internal/external business practices to exceed department service levels.
• Run reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
• Serve as a liaison with customer service, supply chain, IT and external vendors.
• Partner with quality team throughout the recall process.
• Partner with corporate complaints team in accordance with the complaint’s procedure.
• Serve as a point of escalation and handoff for BPO cross-over tasks.
• Oversee return procedures in accordance with the gatekeeper process.
• Process extended service agreements.
• Track and resolve complex system problems.
• Serve as a mentor and trainer to BPO representatives.
• Meet and/or exceed goals/KPIs of the position.
• Handle any other duties and/or projects, as assigned, for the benefit of the organization.
• Adhere to core values.
• Act as an essential employee within the customer service department, having the availability to work on company holidays.
• Ability to work from home if the office/company is closed due to weather related or other circumstances.
• This position will require in office work.

• Strong computer skills are required.
• Ability to utilize a computer, telephone, and copy machine as well as other general office equipment.