eCommerce Customer Service Specialist

reLink Medical is a global leader in medical equipment disposition solutions, servicing over 2,000 hospital systems and providing world class services that meet and exceed customer expectations. reLink provides solutions to repurpose, rehome, and recycle hospitals obsolete medical equipment across the globe. We strategically manage the life cycle of our hospital partners obsolete medical equipment, providing them with a streamlined process, a reduction in their carbon footprint, mitigating the risk of exposing ePHI, and connecting them with our community of hospital partners and buyers. reLink Medical processes over 10,000 pieces of obsolete medical equipment every month to a network of over 12,000 buyers in 100 different countries. We are dedicated to the growth of our employees and continue to develop our culture, being an ideal company to work for.

Job Summary

The eCommerce Customer Service Specialist supports the eCommerce team by assisting with customer communications and ensuring a smooth ordering experience. This role is responsible for responding to product inquiries, providing shipping and pickup information, and following up with customers to ensure timely order fulfillment. The specialist will also assist with inbound chats, calls, and messages, delivering clear, professional, and efficient communication across all channels to enhance customer satisfaction and support the overall eCommerce operation.

Essential Duties & Responsibilities

• Review and respond to customer product inquiries through multiple eCommerce channels
• Prepare and provide customers with packing and shipping quotes upon request
• Send shipping and pickup information to customers in a timely manner
• Collaborate with the eCommerce team on order status updates and customer follow-ups
• Assist with additional projects and tasks related to online sales platforms as assigned
• Deliver exceptional customer service with a positive and professional attitude
• Coordinate with internal departments to fulfill customer requests efficiently
• Adhere to all departmental policies, procedures, and performance standards
• Consistently meet or exceed defined quality and productivity goals for all transactions

Minimum Qualifications

• Proficient in Microsoft Office 365 Programs
• Professional verbal and written communication skills
• Excellent speaking and listening skills, ability to build relationships and gather information
• Bilingual (Spanish) is a plus
• CRM data base experience (Salesforce preferred)
• Experienced with eBay and Shopify order processes – additional eCommerce channel platform experience is a plus
• Ability to multi-task in a fast-paced working environment
• Outstanding interpersonal and customer service skills
• Positive attitude, detailed, and customer oriented with good organizational skills
• Ability to work under minimal levels of supervision, with ability to be a team player at the same time
• Able to learn new tasks quickly with minimal supervision
• Experienced and comfortable in customer service/issue resolution situations

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. Work is usually performed in an office setting, with occasional travel.

Position Type and Expected Hours of Work

• Onsite- in office Twinsburg, Ohio
• Full Time - Monday through Friday 8 AM to 5 PM

Pay:

• $42K annual salary

Benefits:

• Dental, Health, Vision insurance, HSA, Life insurance, Short- & Long-Term Disability, Paid Holidays, Paid time off, 401K

Travel:

• Must be able to travel as required.

Job Type: Full-time

Pay: $42,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• CRM software: 1 year (Required)
• Microsoft Office: 2 years (Required)
• Customer service: 1 year (Required)

Ability to Commute:

• Twinsburg, OH Required)

Work Location: In person