Customer Service Representative - Imperative Care

Campbell, CA 95124

About the Job

SUMMARY: This position provides front-line support to customers and our field sales organization through effective implementation and execution of the customer service and order management functions. Act as liaison with cross-functional internal departments (Marketing, Operations, Quality, etc.) in support of executing customer service activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned on an individual basis:

Follow company policies and procedures to accurately and timely process order entry transactions, including those received via phone, fax, or email
Assure that customer data is validated at time of order for pricing, terms, exception, or any special shipping requirements; order processed from entry through shipment and invoicing
Advise customers on product availability and inventory status
Assist the sales team with account inquiries and problems involving carrier concerns, product availability, pricing, and billing
Successfully resolve routine customer issues with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations
Process product returns using QAD (company system) in adherence with regulatory and documentation requirements
Work with Operations and Shipping teams to assure that orders are being shipped timely and accurately, and partner in identifying areas where processes can be improved
Respond to all customer complaints immediately and notify all relevant parties; escalate as appropriate
Maintain customer account information, assuring efficient billing and maintenance of all related paperwork
Maintain appropriate level of confidentiality with regard to customers or company matters
Complete all projects and general administrative functions as assigned
Foster and contribute to a positive and collaborative culture

EDUCATION/EXPERIENCE:

HS diploma and 3 years’ experience in a customer support or service role; previous medical device product/company experience strongly preferred
Experience with QAD or other similar ERP system required
Skilled in the use of Microsoft office suite, especially Excel, Word & PowerPoint
Excellent communications skills (both written and verbal) required
Demonstrated ability to provide a great customer experience through written and verbal skills
Experience working with Salesforce a plus
Strong ability to multitask and manage time effectively
Self-motivated, organized, strong attention to detail, and ability to meet deadlines required
Ability to work cross-functionally with a customer-driven focus and sense of urgency
Ability to work independently and to prioritize activities and workload

Salary Range - 65,000-82,000 - non-exempt role

Please note that the salary information is a general guideline only. Imperative Care considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal equity, as well as location, market and business considerations when extending an offer. As part of our total rewards package, Imperative Care offers comprehensive benefits including a 401k plan, health benefits, generous PTO, a parental leave program and emotional health resources.

Source : Imperative Care