Customer Service Representative - SchureMed

SchureMed is seeking a proactive and detail-oriented Customer Service Representative to join our team. In this role, you will be responsible for providing exceptional support to customers, managing orders, addressing inquiries, and ensuring a smooth customer experience. The ideal candidate will have a strong understanding of customer service in a highly regulated industry and thrive in a fast-paced environment.

Key Responsibilities:

• Customer Support:

  • Serve as the primary point of contact for customers, handling inquiries, complaints, and requests promptly and professionally.
  • Provide detailed information about products, including technical specifications and usage guidelines.
  • Assist customers in troubleshooting product issues and coordinate with internal teams for technical support.

• Order Management:

  • Process customer orders accurately and ensure timely fulfillment and delivery.
  • Communicate order updates, shipping details, and product availability to customers.
  • Manage returns, replacements, and warranty claims in accordance with company policies and regulatory standards.

• Compliance & Documentation:

  • Ensure all customer interactions and documentation comply with medical device industry regulations, including FDA and ISO 13485 requirements.
  • Maintain accurate and detailed records of customer interactions.

• Collaboration:

  • Work closely with sales, shipping, and quality assurance teams to resolve customer issues effectively.
  • Provide feedback to internal teams to improve processes, customer satisfaction, and product offerings.

Qualifications:

• High school diploma or equivalent (Bachelor's degree preferred).
• 2+ years of customer service experience, preferably in the medical device, healthcare, or regulated industry.
• Familiarity with medical terminology and regulatory standards, such as FDA and ISO 13485, is a plus.
• Proficiency in CRM software (e.g., Salesforce, SAP) and Microsoft Office Suite.
• Strong verbal and written communication skills with excellent problem-solving abilities.
• Ability to manage multiple tasks in a fast-paced, detail-oriented environment.
• Commitment to confidentiality and adherence to regulatory compliance.

Preferred Qualifications:

• Experience handling medical device product inquiries or order management.
• Knowledge of technical support processes for healthcare-related equipment.

Why Join Us?

• Be part of a team dedicated to improving healthcare outcomes through cutting-edge medical devices.
• Contribute to a mission-driven organization in a collaborative and innovative environment.
• Access professional development opportunities and competitive benefits.