At Innovatus our people are driven to rapidly provide outstanding customer value in everything they do. They have pride in knowing that what they do is important, and that they are relied upon by countless medical patients around the world. The source of their excellence is anchored in their honesty and integrity. There are many choices to make on any given day, and our people are always seeking to do the right thing in a courteous way. They truly believe career satisfaction is enabled through hard work, solving problems head-on with their teammates, and using these new solutions to make themselves and the company better for the next time. By working together in this way, they have built excellent business and technical judgement, a command of the facts, and the confidence to have a strong bias toward action. Customers can clearly see that when they interact with the Innovatus team they are experiencing industry-leading solutions with remarkable speed.

Job Summary:

Customer Service Representative provides 1st line customer support to the company’s external customers. The Customer Service Representative is responsible to manage all activities associated with an entire customer order in the allotted time which include: verifying inventory availability, initiating order, generate and send quote to customer, disposition order & prepare shipping documents.

Duties and Responsibilities:

In addition to various tasks assigned by the supervisor the following are basic duties and responsibilities:

· Provide 1st Line Customer Service, facilitate resolution of customer concerns

and issues.

· Utilize ERP System to professionally handle customer calls, orders, and requests.

· Enhance the customer experience through responsive and reliable support.

· Assess customer situations and determine appropriate technical support if needed.

· Process information and reports utilizing ERP system.

· Generate ERP reports to initiate customer calls regarding product due back to the company.

· Update records with appropriate information throughout the entire transaction

· Resolve data entry issues.

· Initiate and support process improvement, provide input for efficiency opportunities, support development of new programs and product introductions.

· Listen to and capture customer feedback.

· Address E2 discrepancies effectively, and efficiently.

· Generate Quotes

Knowledge, Skill and Abilities

· ERP System experience

· Customer Service oriented

· High standard for quality of work and attention to detail.

· Effective professional communication skills both orally and written.

· Quick learner and ability to multitask.

· Ability to work within processes.

· Excellent organizational skills.

· Curious learner with aptitude for continuous improvement.

· Work as part of a team.

· Handle ambiguous situations independently.

· Discern when to escalate situations to manager/supervisor.

· Effectively cope with change.

· Prioritize tasks based on time sensitive situations.

Credentials and Experience:

· Associates Degree preferred

· 2 years’ experience in progressive logistics, sales, or customer service

· Highly developed analytical skills and use of supporting software.

· Skilled and experienced in dealing with multiple levels of internal and external personnel, external customers, and third-party entities. Interfacing with customer personnel in finalizing sales and settlement of disputes with Buyers, Accounts Payable Managers, and Senior Management involved in Purchasing, Contracting, Warehousing, Distribution and Transportation.

· Proficiency with Microsoft Office Applications and data reporting tools.

· U.S. Citizen or Legal Resident Alien

Special Requirements:

· Willingness and ability to work long hours, weekends and holidays as required.

Physical Requirements

· The employee is frequently required to sit.

· Must possess sight/hearing senses to adequately perform the functions of the job.

· The employee is regularly required to verbally communicate.

· Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, ability to adjust focus.

· May be required to occasionally lift 25lbs.

· Must be able to manage and handle stressful and demanding situations.

Working Relationship/Environment Exposures

• Maintain relationships and open communication.

• Work is normally performed in a climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited.

• Noise level is moderate and includes sounds of normal office environment.

• No environmental hazards are encountered in performance of normal job duties.

• Frequent contact with all levels of employees and management

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person