Customer Service Specialist (Remote)

Vantive US Healthcare USA•Deerfield, IL

3d•Remote

About The Position

This position is responsible for managing all aspects of order-fulfillment processes for Renal Medical Products through inbound calls (toll-free) and non-phone channels (fax, email, etc.). The Customer Specialist provides superior service to external customers and internal Vantive team members, handling exceptions, general inquiries, correspondence, and documenting service failures. This role balances service quality and cost while meeting or exceeding key performance indicators, collaborating with Product Information, Distribution Centers, Planning & Deployment, Credit & Collections, Customer Master, Sales Representatives, and other departments.

Requirements

High School diploma
2+ years in customer service or order management, preferably in medical/device sectors
Strong verbal and written communication, with active-listening and problem-solving skills
Proficiency with CRM/order-entry systems and Microsoft Office
Demonstrated ability to own complex issues and collaborate across functions
Alignment with Vantive’s mission: “Extending Lives, Expanding Possibilities” through everyday leadership
Ability to work remotely free from distractions with shifts between the hours of 7:00 AM and 6:00 PM CST
Must have high speed wired internet connection

Responsibilities

Accurately process and place new orders, back-orders, shipping adjustments, returns, and account setups
Manage customer inquiries and exceptions, confirming resolution and next steps on every call
Document and escalate service failures or process gaps that impact customers and the organization
Maintain records, prepare required reports, and support new account setups
Collaborate cross-functionally to resolve discrepancies and drive continuous improvement
Meet or exceed KPIs: on-time order rate, call-handle quality, first-contact resolution, and cost per order