Customer Service Representative

Cadence Inc•Staunton, VA

2h•Onsite

About The Position

At Cadence, Inc., we’re more than a manufacturer — we’re a partner in improving lives. As a contract manufacturer of medical and life science devices, we help the world’s leading healthcare companies bring innovative, life-saving technologies to patients faster and with precision. Our team of 800+ employees across the U.S. and Costa Rica is united by one mission: advancing patient outcomes through excellence in manufacturing. Job Summary: We are seeking a customer-focused Customer Service Representative in our Staunton, VA office to serve as a primary point of contact for customers while supporting the sales process and fostering long-term customer relationships. This role plays a critical part in delivering exceptional customer experiences, supporting quoting and order management, and ensuring clear, professional communication across multiple channels.

Requirements

Strong verbal and written communication skills.
Ability to explain moderately complex or technical information clearly and concisely.
High level of professionalism and customer-focused mindset.
Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Zendesk).
Experience managing email communication and workflows (e.g., Microsoft Outlook).
Familiarity with live chat tools and multitasking across communication channels.
Working knowledge of phone systems, including VoIP technology.
Experience using ticketing and issue-tracking systems.
Ability to navigate knowledge base tools to provide accurate customer information.
Proficiency in Microsoft Word and Excel.
Strong data entry skills with attention to detail.
Comfort learning new software systems and adapting to new technology quickly.
Basic analytical skills to identify trends and provide input for service improvements.
Understanding of cybersecurity best practices and data protection standards.
VPN usage knowledge for secure remote access (if applicable).
High School Diploma
1-2 years of customer service and/or sales experience

Responsibilities

Serve as the primary point of contact for customer inquiries, product information, and general support.
Guide customers to appropriate internal resources for product selection, application guidance, and troubleshooting.
Build and maintain strong customer relationships to encourage loyalty, repeat business, and account growth.
Prepare and present quotes, proposals, and pricing to support sales efforts.
Manage and prioritize inbound leads and sales opportunities based on timing, fit, and revenue potential.
Re-engage inactive or dormant customer accounts to uncover new sales opportunities.
Process customer orders, including order entry, payment processing, and coordination of accurate and timely delivery.
Provide customers with order confirmations, delivery timelines, and post-order support.
Maintain clear, professional communication through phone, email, live chat, and other communication channels.
Respond promptly to customer inquiries and provide timely updates on quotes and orders.
Ensure a consistently high level of customer responsiveness and service quality.
Address customer concerns, complaints, and service issues with professionalism and urgency.
Partner with internal teams to analyze customer challenges and develop effective solutions.
Manage conflict resolution with empathy, working to turn challenges into positive customer outcomes.
Maintain strong working knowledge of company products, services, and applications.
Educate customers on product features, benefits, best practices, and complementary solutions.
Collect and document customer feedback to support ongoing improvements to products, services, and processes.
Clearly explain company policies, terms and conditions, warranties, and transactional details.
Maintain accurate records of customer interactions, quotes, orders, and feedback within the CRM system.
Track and report key performance indicators, including call activity, pipeline opportunities, revenue performance, and forecasted close dates.
Maintain accurate CRM data to support forecasting, visibility, and operational planning.
Represent the company professionally and consistently reinforce a positive brand image.
Adapt communication style to meet the needs of diverse customers and situations.