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Customer Service Representative

4 months ago

Irvine, United States Induce Biologics USA Inc. Full time

Induce Biologics is commercializing a family of bioimplants that includes Natural Matrix Protein (NMP™) which replicates the body’s native healing capabilities in order to create natural bone regeneration. The NMP™ proprietary process unlocks the growth factors naturally found in bone, making them bioavailable.


As a Customer Service Representative, you will be responsible for receiving, processing and recording customer orders. The Customer Service Representative also handles customer inquiries and resolves issues. The individual will work closely with various teams to ensure prompt and effective resolution of customer issues and provide excellent support to enhance the overall customer experience.


ESSENTIAL FUNCTIONS AND RESPONSIBILITIES


  • Provide outstanding customer support by processing and responding to customer and sales team needs.
  • Process orders & inquiries received via phone, fax, email and eCommerce platform.
  • Maintain customer account information, ensuring maintenance of all related paperwork.
  • Assist with customer onboarding, including navigating the website, placing orders, and resolving issues related to ordering.
  • Gather customer feedback and share insights with the team to improve processes and enhance the overall customer experience.
  • Handle customer complaints and inquiries in a timely manner.
  • Collaborate with customers and QA to provide information requested by QA to facilitate investigation and closure of product complaints.
  • Advise customer on product availability and inventory status; assist with ordering problems involving delivery, pricing and billing.
  • Promote our products through effective support and ongoing relationships with all customers, internal and external.


EDUCATION/EXPERIENCE

  • High School Diploma or equivalent
  • Minimum of two (2) years’ experience in customer service preferably in a similar industry.
  • Preferred experience with a small company and/or start up environment in the medical device, biologics or pharma/biotech industry.


SKILLS, KNOWLEDGE AND/OR ABILITIES


  • Strong customer service focus and customer relations skills.
  • Must be able to work in a collaborative team environment as well as independently
  • Proficient in MS Office (Outlook, Word, Excel, PowerPoint, Teams)
  • Flexibility and strong organizational skills with ability to prioritize multiple tasks and meet daily order deadlines
  • Must have excellent communication and interpersonal relationship skills.
  • Available to work Monday – Friday
  • Must be local and able to work on-site in Irvine, CA.


For California, the base pay range for this position is $23.00 to $27.00 / hour. The pay for the successful candidate will depend on various factors (e.g., qualifications, skills, education, prior experience).