Customer Service Representative

Customer Service Representative

Job Description

What You'll Do:
Receives and processes customer rental and purchase orders in accordance with established procedures. Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments. Maintains customer contact until the shipment is received at the destination.
Follows up and resolves order discrepancies, credit holds, training requirements, or product availability issues when appropriate with the guidance of the team lead/Supervisor. Communicates to our customers on order status, expected release dates, or requirements needed to fulfill orders.
Provides and communicates inventory status updates and support. Researches and prepares billing correction requests to ensure proper billing and corrects commission payments on all devices. Provides accurate entry and field support for the clinical procedure calendar when required.
Keeps current on all products offered by the company. Monitors, understands, and implements changes in regulatory requirements or CS processes.
Responsible for obtaining approvals, issuing and tracking returns, and ensuring the issuance of credits based on procedures. Works with customers to expedite the return through to resolution. Receives and responds to customer product complaints, determines the validity of the warranty period, processes credits, and works with internal personnel to schedule installs, ship replacements, or loaned equipment to address immediate customer needs.
Performs consignment inventory initial set-up, audits, and troubleshoots discrepancies through to resolution with external customers. May generate reports on inventory and consignment products for field or management distribution.
Maintains Accounts and Contacts in ERP and CRM Databases, including maintenance and updates. Consults and strategizes with management regarding identifying key hospital personnel for future product opportunities and customer needs.

Required Qualifications
High school diploma
Minimum of two or more years of demonstrated experience in a customer service or closely related environment.

Nice to Have
Specialized training/equivalent related experience.

Primary job function
Receive purchase orders
Enter orders into internal systems
Route orders to shipping team for patient requests

Position level & requirements
Entry-level position
High school diploma required
Opportunity has potential to convert to permanent

Technical skills
Proficiency with Outlook and Excel
Comfortable working from email-based work queues
Ability to operate multiple systems simultaneously

Core competencies
Strong attention to detail
Ability to prioritize work in a high-volume, fast-paced environment
Transparent, professional communicator
Strong written communication skills
Able to hold professional conversations with internal and external partners

Customer service & communication
Builds relationships with clinical territory managers and field partners
Phone support required (team averages 50–60 calls/day; individual may handle -4–5 calls)
Communicates internally with supply chain regarding inventory
Handles a variety of customer service tasks, including:
Purchase order entry
Swaps and RMAs
Other service-related requests

Notes:
100% onsite
9:00 AM - 5:30 PM

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.