**Customer Service Representative**

* Campbell, CA

* Full Time

* Customer Service

* Entry Level

**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

* Other duties as assigned.

* 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

a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or

a person who was discharged or released from active duty because of a service-connected disability.