Customer Service Representative- Remote

2 months ago


Canton, United States Organogenesis Full time

* Review and process phone, fax, and e-mailed orders into the order entry system to ensure that shipments are expedited in a timely and accurate manner.

* Develop strong relationships with customers and sales representatives.

* Provide customers with timely communications regarding products and the status of their orders.

* Greet and direct customer/reception calls as appropriate.

* Adherence to all SOPs, protocols, policies, regulatory requirements and current Good Manufacturing Practices (cGMP).

* Investigate problems related to shipment of product, credits and customer inquiries.

* Maintain department records.

* Document customer calls as needed.

* Effectively interface with hospitals, wound care centers and physicians to ensure the highest level of customer service is attained.

* Other duties as assigned.

* Outstanding call handling skills

* Excellent verbal and written communication skills

* Attention to detail and follow through

* Exceptional organizational and multi-tasking competence with the ability to perform effectively and accurately under stress

* Superior problem resolution skills

* Ability to work independently as well as part of a tightly knit team

* Flexibility; a team member who works effectively with management, fellow team members and personnel of all departments

* Dedication to providing superior, high quality customer service to both customers and outside sales force

* Motivated by a desire to improve both self and departmental functioning and quality through ongoing growth, development and a commitment to excellence

* Bachelors degree preferred

* Experience working in a manufacturing environment, especially in the medical device, biotechnology or healthcare industries preferred

* 3-5 years' customer service or relevant experience required

* Familiarity with the sales order cycle

* Knowledge of the shipping process and experience dealing with UPS and FedEx

* PC / software proficiency

* Familiarity with MS Office and MS Excel is required

* Microsoft Dynamics AX knowledge a plus

* Ability to effectively write business correspondence and procedure documentation, and to present information and respond to questions from groups of managers, clients, customers, and the general public

* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists, as well as to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.



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