Senior Customer Support Representative

Forj Medical•Arden Hills, MN

About The Position

As a Senior Customer Support Representative, they will serve as a key architect of the client experience. They will go beyond standard support to manage high-level escalations and intricate problem-solving, leveraging their deep product knowledge to foster lasting brand loyalty. They will be a proactive professional who can turn complex challenges into seamless, successful resolutions.

Requirements

4-year degree in a related field or equivalent work experience
Minimal five (5) years of experience with Customer Support experience
Excellent written and verbal communication skills, with the ability to effectively communicate with customers and colleagues through emails, ensuring clarity, professionalism, and prompt resolution of inquiries or concerns
Excellent problem-solving skills, with the ability to handle multiple complex inquiries or issues calmly, positively, and efficiently
Must be able to work independently as well as on a team and understand and implement correct problem-solving actions.
Knowledge of Epicor, Internet software; Microsoft Spreadsheet software, Microsoft Word Processing software, Salesforce, and Microsoft Word Processing software
Physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing duties of this Job, employee is regularly required to use hands to finger, handle, or feel. Employee is frequently required to stand; walk; sit and talk or hear. Employee is occasionally required to reach with hands and arms. Employee must frequently lift and/or move up to 10 pounds.
Must be authorized to work in the United States.

Responsibilities

Act as a point of contact for special requests from multiple key accounts, delivering personalized support to maintain a strong and positive relationship.
Create new customer account in ERP system.
Entering customer purchase orders accurately into ERP system.
Confirming customer orders by sending order acknowledgements in a timely manner via email.
Work with Supply Chain team to maintain up to date information on customer orders.
Track sales order changes and communicate changes to the customer in a timely manner.
Collaborate with cross-functional teams to address customer needs and concerns, advocating for the customer within the organization.
Handle escalated customer inquiries and complaints, demonstrating superior problem-solving skills and a commitment to customer satisfaction.
Provide customer resolution on customer requests and action items that involve other internal functional areas.
Support Sales and other internal departments as needed.
Create and send detailed customer quotes ensuring information is accurate.
Contribute to a positive and collaborative team environment, fostering a culture of continuous learning and development.
Other duties may be assigned.