Customer Service Representative, Capital Equipment (Hybrid)

Skytron•Grand Rapids, MI

1d•Hybrid

About The Position

Join a team committed to advancing patient outcomes through adaptable healthcare solutions. Skytron isn't just a place to work - it's a place to grow, collaborate, and help improve healthcare outcomes. As a family-owned company, we believe in supporting our people, driving innovation, and creating solutions that truly make a difference. As a Customer Service Representative , you'll play a vital role in supporting our customers and authorized representatives throughout the order fulfillment process. You'll coordinate shipments, resolve issues, and provide top-tier service while ensuring everything runs smoothly and accurately.

Requirements

Demonstrate accuracy in work and attention to detail
Follow procedures, guidelines, and company policies
Respond quickly and professionally to customer needs
Communicate effectively-both verbally and in writing
Stay motivated and work well with minimal supervision
Be solutions-oriented and capable of working through challenges independently or with team support
Manage multiple priorities in a fast-paced environment
College degree or 3-5 years of relevant experience serving the needs of customers in retail, wholesale, or manufacturing environments
1-3 years of demonstrated success in customer service, order fulfillment, or project management, strongly preferred
Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Experience with MRP/ERP systems and ability to learn Skytron's ERP system, strongly preferred
Ability to multitask, work under pressure, and meet deadlines

Responsibilities

Maintain continual contact with assigned authorized representatives throughout the order fulfillment process, ensuring orders are kept on track for timely shipment
Work closely with key individuals to verify inventory status, shipping and delivery requirements, and other post-order customer specifications
Coordinate shipment activity, including but not limited to preparation of shipping documentation, notification and confirmation of shipment to authorized representatives, coordination of equipment returns, and processing freight claims for damaged products
Enter bill of material/quote data lines into the ERP system, recording any discrepancies with the original quote/purchase order
Work closely with authorized representatives to resolve discrepancies following customer approval of product configurations
Provide timely, thorough responses to customer and authorized representative inquiries concerning order status, inventory availability, pricing, and freight estimates
Provide return authorizations for capital equipment and demo equipment, determining the proper credit due and inventory disposition for each item
Process authorized representative orders for parts and supplies received via fax or email. Provide customer support and enter orders from customers via call center
Handle post-shipment billing for equipment orders, recording any final adjustments, as required. Collaborate with Credit Analysts to create revised invoices, as needed
Negotiate on behalf of authorized representatives and customers to resolve various issues, including inventory availability and other time-critical challenges
Review and interpret job files entered by the Customer Service Specialist, including review of purchase orders, quotes, delivery requirements, and other specifications