Customer Service Associate - Medical Devices

Elliquence • Baldwin, NY

8d • Onsite

About The Position

This role provides comprehensive front-line support to independent sales representatives and customers regarding orders, products, and services, interacting via telephone, email, online chat, and in person. The position is responsible for efficiently troubleshooting inquiries and concerns, maintaining detailed interaction records, and processing shipments. Additional duties include assisting Accounting with inventory reconciliation of loaner equipment and trunk stock, utilizing product knowledge to resolve issues (escalating when necessary), and entering orders. The role requires versatility in performing various operational and customer service tasks.

Requirements

• High school diploma or equivalent.
• 2 years' experience in customer service required.
• Excellent communication skills (verbal and written) including active listening.
• Customer service-oriented mindset and able to resolve customer concerns with a sense of urgency.
• Proactive mindset, strong logical thinker with the ability to analyze and solve problems.
• Excellent time management and organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Process oriented mindset with a focus on efficiency and continuous improvement.
• Detail oriented with strong commitment to accuracy and precision in work output.
• Solid knowledge of MS Office Suite and proficient in ERP (Enterprise Resource Planning) software (Macola a plus)

Nice To Haves

• Medical devices or the medical industry is a plus.
• Macola a plus

Responsibilities

• Interact with independent sales representatives and customers (telephone, email, online chat, or in person) to provide support and information on existing orders, products or services.
• Ensure appropriate actions are taken to troubleshoot inquiries and concerns, in a timely manner.
• Maintain records of interactions and transactions, recording details of inquiries, and comments, as well as actions taken.
• Process Shipments as needed including collecting product, prepare box for shipment, prepare label and ship via courier including either drop off or arrange for courier pick up.
• Assist the Accounting department in reconciling inventory counts sent by sales representatives to maintain control over loaner equipment and trunk stock.
• Uses knowledge of a specific product, service, or other assigned area of expertise to field customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Collect and enter orders as needed.
• Performs other related duties as assigned to support bookkeeping function as back up.

Benefits

• Equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state and local laws.
• We are committed to working with and providing reasonable accommodation to individuals with disabilities. If you need any reasonable accommodation due to a disability for any part of the application process, please email [email protected].

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees