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Skytron · 3 months ago

Customer Service Representative - Capital Equipment (Hybrid)

Grand Rapids, MI

Full-time

Hybrid

Entry Level

3+ years exp

Skytron LLC is a family-owned company dedicated to advancing patient outcomes through innovative healthcare solutions. They are seeking a Customer Service Representative who will play a vital role in supporting customers throughout the order fulfillment process, coordinating shipments, resolving issues, and providing exceptional service.

Health CareHospitalManufacturingMedicalMedical Device

Responsibilities

Maintain continual contact with assigned authorized representatives throughout the order fulfillment process, ensuring orders are kept on track for timely shipment

Work closely with key individuals to verify inventory status, shipping and delivery requirements, and other post-order customer specifications

Coordinate shipment activity, including but not limited to preparation of shipping documentation, notification and confirmation of shipment to authorized representatives, coordination of equipment returns, and processing freight claims for damaged products

Enter bill of material/quote data lines into the ERP system, recording any discrepancies with the original quote/purchase order

Work closely with authorized representatives to resolve discrepancies following customer approval of product configurations

Provide timely, thorough responses to customer and authorized representative inquiries concerning order status, inventory availability, pricing, and freight estimates

Provide return authorizations for capital equipment and demo equipment, determining the proper credit due and inventory disposition for each item

Process authorized representative orders for parts and supplies received via fax or email. Provide customer support and enter orders from customers via call center

Handle post-shipment billing for equipment orders, recording any final adjustments, as required

Collaborate with Credit Analysts to create revised invoices, as needed

Negotiate on behalf of authorized representatives and customers to resolve various issues, including inventory availability and other time-critical challenges

Review and interpret job files entered by the Customer Service Specialist, including review of purchase orders, quotes, delivery requirements, and other specifications

Qualification

Customer service experienceOrder fulfillmentERP system proficiencyMicrosoft OfficeProject managementMultitaskingAttention to detailEffective communicationAdaptabilityProblem-solving