Customer Service - Purchase Orders

the Client•St. Paul, MN

21h•Onsite

About The Position

This is an entry-level customer service role focused on receiving and processing customer rental and purchase orders in accordance with established procedures. The position interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments, maintaining customer contact until the shipment is received at the destination. The role follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor, and communicates to customers on order status, expected release dates, or requirements needed to fulfill orders. The position also provides and communicates inventory status updates and support, researches and prepares billing correction requests to ensure proper billing, corrects commission payments on all devices, and provides accurate entry and field support for the clinical procedure calendar when required.

Requirements

Proficiency with Outlook and Excel
Comfortable working from email-based work queues
Ability to operate multiple systems simultaneously
Strong attention to detail
Ability to prioritize work in a high-volume, fast-paced environment
Transparent, professional communicator
Strong written communication skills
Able to hold professional conversations with internal and external partners
High school diploma required
Minimum of two or more years of demonstrated experience in a customer service or closely related environment

Nice To Haves

Medical device experience preferred, but open to other industries
Specialized training or equivalent related experience
Acceptable backgrounds include: customer service in a medical device company, healthcare or insurance customer service roles, or order processing or process-driven roles

Responsibilities

Receive and process customer rental and purchase orders in accordance with established procedures
Interpret and clarify customer orders for the shipping department, create relevant shipping paperwork, communicate waybill information, and trace lost shipments
Maintain customer contact until the shipment is received at the destination
Follow up and resolve order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor
Communicate to customers on order status, expected release dates, or requirements needed to fulfill orders
Provide and communicate inventory status updates and support
Research and prepare billing correction requests to ensure proper billing and correct commission payments on all devices
Provide accurate entry and field support for the clinical procedure calendar when required
Keep current on all products offered by the company
Monitor, understand, and implement changes in regulatory requirements or CS processes
Obtain approvals, issue and track returns, and ensure the issuance of credits based on procedures
Work with customers to expedite the return through to resolution
Receive and respond to customer product complaints, determine the validity of the warranty period, process credits, and work with internal personnel to schedule installs, ship replacements, or loaned equipment to address immediate customer needs
Perform consignment inventory initial set-up, audits, and troubleshoot discrepancies through to resolution with external customers
May generate reports on inventory and consignment products for field or management distribution
Maintain Accounts and Contacts in ERP and CRM Databases, including maintenance and updates
Consult and strategize with management regarding identifying key hospital personnel for future product opportunities and customer needs
Receive purchase orders and enter orders into internal systems
Route orders to shipping team for patient requests
Handle a variety of customer service tasks, including purchase order entry, swaps and RMAs, and other service-related requests
Build relationships with clinical territory managers and field partners
Provide phone support (team averages 50–60 calls/day; individual may handle approximately 4–5 calls)