Customer Service Representative
About The Position
This position is based in our Campbell, California offices. This position is on-site, full-time. Why Imperative Care? Do you want to make a real impact on patients? As part of our team at Imperative Care, you can help elevate care for patients suffering from stroke and other devastating vascular diseases. Every day, the technologies that we develop at Imperative Care directly impact people at the most vulnerable moments of their lives. Our focus is on the needs of the patient, and they come first in everything we do. What You’ll Do As a highly skilled representative, this position provides front-line support to customers and field sales to effectively enter and follow through on product orders, ensuring a highest level of customer satisfaction. A Customer Service Representative works with cross-functional internal departments to perform customer service activities and complete tasks in a resourceful and effective manner. This role uses considerable judgement and initiative to fulfill customer needs and offer solutions based on established procedures and offering process improvement recommendations.
Requirements
- A minimum of 4 years of related experience in a customer service or support role; or an equivalent combination of education/training and experience.
- Experience working with QAD or other similar ERP systems required.
- Highly skilled in the use of Microsoft office suite, especially Excel, Word & PowerPoint
- Excellent interpersonal and communications (both written and verbal) skills required.
- Demonstrated ability to provide a great customer experience verbally and in writing.
- Strong ability to handle multiple priorities and manage time effectively.
- Self-motivated, organized, strong attention to detail, and ability to meet deadlines required.
- Ability to work cross-functionally with a customer-driven focus and sense of urgency.
- Ability to work independently and to prioritize activities and workload with minimal supervision.
Nice To Haves
- Previous medical device industry experience strongly preferred.
- Experience working with Salesforce platform a plus.
Responsibilities
- Follow company policies and procedures to accurately and timely enter and process orders received via phone, fax, or email.
- Validate customer data at time of order for pricing, terms, exception, or any special shipping requirements, from order entry through shipment and invoicing.
- Advise customers on product availability and inventory status.
- Assist the sales team with account inquiries and problems involving carrier concerns, product availability, pricing, and billing.
- Successfully resolve routine customer issues with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations, before considering escalation.
- Process product returns using QAD according to regulatory and documentation requirements.
- Work with operations and shipping teams to ensure orders are shipped timely and accurately, and partner in identifying opportunities for process improvement.
- Respond to customer complaints with a sense of urgency, notifying relevant parties and escalating when deemed appropriate.
- Enter customer account information for efficient billing and maintain all related paperwork.
- Handle customer and company matters with appropriate level of confidentiality.
- Complete all projects and general administrative functions as assigned.
- Foster and contribute to a positive and collaborative organizational culture.
Benefits
- Employee Benefits include a stake in our collective success with stock options, bonus, competitive salaries, a 401k plan, health benefits, generous PTO, and a parental leave program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
251-500 employees
