Customer Service Representative (Remote)

North Coast Medical, Inc.•Morgan Hill, CA

2d•$26 - $30•Remote

About The Position

The Customer Service Representative is responsible for delivering a high-quality customer experience by managing order entry, resolving customer inquiries, and ensuring accurate and timely processing of customer transactions. This role serves as a key point of contact for customers and plays a critical role in supporting order accuracy, issue resolution, and overall customer satisfaction.

Requirements

Minimum of 2+ years of customer service experience (preferably in a high-volume or order-processing environment)
Experience with ERP systems (Eskers or similar) strongly preferred
Proficiency in Microsoft Office (Excel, Word, Outlook)
Strong communication, problem-solving, and multitasking skills
Ability to work independently in a remote environment with strong time management and accountability
Flexibility to work overtime as needed

Nice To Haves

Associate’s or Bachelor’s degree preferred

Responsibilities

Serve as the primary point of contact for inbound customer communications via phone and chat
Professionally handle customer inquiries related to orders, billing, returns, and product information
Maintain established service level standards, including call availability and response times
Manage multiple customer interactions simultaneously while maintaining accuracy and service quality
Accurately enter and process customer orders within the company’s ERP system (Eskers)
Ensure timely and compliant setup of new customer accounts in accordance with company policies
Process return authorizations, credits, and order adjustments with a high level of accuracy
Maintain or exceed established productivity and order processing benchmarks
Investigate and resolve customer concerns including shipment discrepancies, billing issues, and product complaints
Apply sound judgment to resolve issues independently within established guidelines
Escalate complex or unresolved issues appropriately to ensure timely resolution
Deliver a consistent, professional, and solution-oriented customer experience
Identify trends in customer inquiries or issues and recommend process improvements
Support initiatives aimed at enhancing service delivery, efficiency, and customer satisfaction
Collaborate effectively with cross-functional teams including Sales, Operations, and Finance
Maintain professionalism, reliability, and adherence to attendance and performance expectations
Actively participate in product training, team meetings, and ongoing development opportunities
Perform additional duties as assigned to support business needs