Customer Service Specialist - Remote, USA

Summary

This role serves as the primary point of contact between customers, sales, and internal teams, ensuring accurate and timely order fulfillment while maintaining high levels of customer satisfaction. By managing order workflows, resolving service issues, and supporting related processes such as account setup and equipment tracking, this position plays a critical role in driving operational efficiency and supporting overall business success.

In This Role, You Will:

• Responsible for customer order fulfillment, open order management, service issues and resolution, while acting as primary liaison between customers, sales and cross functional departments. Generate weekly report for sales on open billable orders.
• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status. Provide accurate documentation of all delays and changes made to an order.
• Collaborate with Customer, Sales, Legal and Finance to support the New Account setup process
• Work with 3PL, supply chain, sales as needed to manage customer expectations and ensure order fulfillment requirements are met and system records are updated.
• Maintain Customer Equipment records and facilitate the upgrade process when appropriate.
• Support Equipment Evaluation program and coordinate the shipment, return or purchase conversion with Sales and Customers.
• Investigate and process Credits, Debits and Returned Goods Authorizations in a timely manner.
• Facilitate trunk stock requests and conduct monthly trunk stock audits and reconciliation with sales. Generate monthly reports to leadership on reconciliation performance.
• Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged and enthusiastic manner.
• Review and respond to all emails with professionalism, accurate information and timely follow up.
• Document customer interactions by recording details of any inquiries, requests or feedback per Standard Operation Procedures.
• Maintains knowledge of and adheres to all processes, policies and procedures.
• Escalates issues as necessary for guidance from others.
• Work with Customer Service Management in identifying and documenting areas of process changes and/or improvements.
• Other duties as assigned.

Who You Will Report To:

• Customer Service Manager

Requirements:

• Education: High school diploma
• Minimum 5 year's experience in a customer service role in the medical device or durable medical equipment industry or equivalent combination of education and experience
• Work location: Remote (West Coast)
• Travel: 10%
• Full time employment
• Excellent interpersonal and phone etiquette skills.
• High degree of attention to detail and ability to multi-task in a fast-paced environment
• Problem Resolution, follow-up, planning and organizational skills, including ability to meet deadlines.
• Must be able to work independently an