Customer Service Rep II

SUMMARY :

As the first point of contact for our valued customers, you will play a crucial role in ensuring exceptional service and satisfaction.

This position is ideal for individuals with excellent communication skills, a passion for helping others, and a keen interest in the medical device industry.

Experience with Salesforce and skilled data entry preferred

Please be advised : This job description is a general outline and may be subject to change based on business needs.

DUTIES AND RESPONSIBILITIES (include but are not limited to) :

Customer Support : Provide prompt and courteous assistance to customers via phone, email, and chat, addressing inquiries and resolving issues related to our medical devices.

Order Processing : Efficiently process customer orders, ensuring accuracy and timeliness in coordination with the sales and logistics teams.

Product Knowledge : Develop a comprehensive understanding of our medical devices to effectively address customer queries and provide accurate information.

Issue Resolution : Investigate and resolve customer complaints or concerns, escalating complex issues to higher-level support when necessary.

Documentation : Maintain detailed records of customer interactions, feedback, and recurring issues to contribute to continuous improvement initiatives.

Collaboration : Collaborate with cross-functional teams, including Sales, Manufacturing, Technical Support, Shipping, Finance / Accounting, and Quality Assurance, to ensure a seamless customer experience.

KNOWLEDGE, SKILLS, AND ABILITIES :

Communication Skills : Exceptional verbal and written communication skills with the ability to convey technical information in a clear and understandable manner.

Customer Focus : Strong customer-centric mindset with a commitment to delivering high-quality service.

Problem-Solving : Excellent problem-solving skills with the ability to think critically and resolve issues efficiently.

Organizational Skills : Strong organizational and multitasking abilities to handle a high volume of customer inquiries and orders.

Team Player : Collaborative mindset with the ability to work effectively in a team-oriented environment, both within the customer service department and cross functionally with other departments.

PREFERRED SKILLS AND / OR EDUCATION :

Previous Experience : Prior experience in customer service within the medical device industry is plus but not mandatory.

CRM Software : Familiarity with customer relationship management (CRM) software for efficient case management.

Multilingual : Bilingual proficiency to cater to a diverse customer base.

WORK ENVIRONMENT :

A dynamic office environment that occasionally requires flexible working hours. The setting promotes teamwork, innovation, and continuous improvement.

Regular interactions occur with customers, cross-functional teams, and management.

EEO / AA Employer / Vet / Disabled

The Know Your Rights poster is available here :

The pay transparency policy is available here :

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Additional Skills

none specified)