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Customer Service Representative

2 months ago

San Mateo, United States Route 92 Medical Full time
PURPOSE OF JOB:
  1. The Customer Service Representative will primarily focus on efficiently processing customer orders and returns while ensuring a smooth and satisfying customer experience.
  2. This role involves handling order-related inquiries, managing returns and exchanges, and providing timely resolutions to customer issues. The Representative will play a key role in maintaining accurate records and ensuring that customer transactions are processed quickly and accurately.
MAJOR DUTIES AND RESPONSIBILITIES:
  1. Respond promptly to customer inquiries via phone, email, chat, or other communication channels.
  2. Provide accurate information about products, services, pricing, and availability.
  3. Assist customers with product selection, order placement, and tracking, ensuring a smooth and efficient experience.
  4. Process customer orders, returns, and exchanges accurately and efficiently, ensuring compliance with company policies and QMS.
  5. Maintain detailed and accurate records of customer interactions, transactions, and issues in NetSuite ERP system.
  6. Prepare and distribute necessary documentation, such as order confirmations, shipping information, and other information.
  7. Gather customer feedback and share insights with relevant teams to help improve products, services, and processes.
  8. Work closely with other departments, such as sales, operations, and quality, to coordinate efforts and ensure a seamless customer experience.
  9. Participate in team meetings and training sessions to stay updated on product knowledge, company policies, and best practices.
  10. Contribute to a positive team environment by supporting colleagues and sharing knowledge and expertise.
  11. Identify opportunities to improve customer service processes and suggest enhancements to management.
  12. Assist in the development and implementation of customer service policies and procedures.
REQUIRED SKILLS / EDUCATION:
  1. Bachelor’s degree in business, communications, or a related field is a plus.
  2. Strong understanding and proficiency in using NetSuite, MS Office (Word, Excel, and Outlook)
  3. Excellent verbal and written communication skills, with the ability to communicate clearly and professionally with customers.
  4. Ability to handle difficult situations with patience and problem-solving skills.
  5. Strong attention to detail and accuracy in processing orders and handling customer information.
  6. Ability to manage multiple tasks and priorities in a fast-paced environment.
  7. Strong organizational skills and the ability to maintain accurate records.
REQUIRED EXPERIENCE:
  1. Minimum of 2-4 years of experience in a customer service role, preferably in a product-based company.
  2. Experience handling customer inquiries, complaints, and orders.
  3. Preferred work experience in medical device or healthcare industry.
  4. Proven ability to work effectively in a team environment and independently.