Aspen Surgical · 6 hours ago

Customer Service Representative

United States

Full-time

Remote

Entry Level

$18/hr - $22/hr

1+ years exp

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Responsibilities

Demonstrate knowledge of the quality system, including the quality manual, quality policy, and applicable procedures and work instructions.

Answer incoming calls from the queue, ensuring customers receive efficient and accurate service.

Identify and recommend substitute items when necessary to meet customer needs.

Enter domestic orders following work instructions, correcting errors, and informing customers of any discrepancies.

Processes EDI orders in the ERP system, addressing any order issues and communicating discrepancies to customers as needed.

Coordinate product returns with local sales representatives and initiate Return Material Authorizations (RMA), including restocking fees when applicable.

Provide accurate shipping dates and lead times by working closely with supply chain and keeping customers informed.

Manage multiple email inboxes, responding to or delegating inquiries related to orders, pricing, and other matters.

Efficiently multitasks by switching between different responsibilities and addressing multiple customer inquiries.

Maintain strong customer relationships through exceptional service, weekly open order reports, and timely responses via email or phone.

Collaborate with customers and internal departments to promptly resolve service issues.

Initiate product complaints in the ETQ system and act as a liaison between the customer and quality department to arrange credit or replacement products.

Ensure accurate order allocation and fulfillment within the required timeframes.

Investigate and resolve shipping discrepancies, working with customers to identify root causes, corrective actions, and satisfaction with the resolution.

Assist with invoice discrepancies and resolve short-paid invoices as needed.

Establishes and monitors out-of-office coverage plans to ensure continuity of service during absences or travel.

Qualification

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Quality system knowledgeCustomer service experienceElectronic quality platformsProblem-solving abilitiesKeyboardingData entryMedical supply experience