The Customer Service Representative is responsible for providing a point of contact for Saluda field employees and customers. This role coordinates customer data, sales and field order management, and delivery.

Role is initially onsite, with potential for hybrid work from home if deemed appropriate.

Training hours 8:00-5:00, potentially moving to 9:00-6:00 once training is complete.

Accountabilities and Associated Responsibilities

• Providing knowledgeable, courteous, and helpful customer service to Saluda field employees and customers.
• Support field inventory management through monthly cycle count process, and inventory reporting.
• Collaborate with Contract and Finance team to support invoicing updates and changes
• Manage customer data, and prepare and enter order details in QAD

• Demonstrate careful attention to detail

• Troubleshoot, problem solve and offer the best possible solutions to customer queries
• Assess customer service issues and respond with an appropriate sense of urgency
• Manage phone and email correspondence with customers
• Work closely with the Logistics/Warehouse team to ensure all enquiries are managed promptly and professionally
• Provide backup support to other Customer Service staff globally
• Assist with special projects and any additional tasks as requested
• Support continuous improvement and documentation of standard work within US Customer Service processes

Essential Requirements:

• 2 years’ experience in a Customer Service role

• Strong customer service approach, exceptional and professional phone manner

• Strong communication and negotiation skills with the ability to apply conflict resolution skills to diffuse situations
• Demonstrated strong administrative skills including word processing, data entry
• Experience with ERP and Customer Management systems such as QAD, Salesforce or similar

• Competent proficiency in Microsoft Office Word, Excel, Outlook, PowerPoint and experience using databases and online systems.

• Ability to juggle competing priorities
• Ability to work independently, to self-direct work, and work with a team as required

• Reliable, enthusiastic work ethic
• Continuous improvement mindset

Desirable requirements:

• Experience in Medical Device or similar regulated industry

Saluda Medical embraces diversity and equal opportunity in a serious manner. We are committed to building a team representative of a variety of backgrounds, perspectives and skills. We believe people are the source of our inspiration and innovation. The more inclusive we are, the better our work will be.

Saluda Medical does not accept non-solicited resumes or candidate submittals from search/recruiting agencies not already on Saluda Medical’s approved agency list. Unsolicited resumes or candidate information submitted to Saluda Medical by search/recruiting agencies not already on Saluda Medical’s approved agency list shall become the property of Saluda Medical.