Promotions Customer Service Representative

Description: Summary: As a key member of the Customer Service Department, this role manages all aspects of promotional and free goods order processing for both the U.S. and Canada. This role ensures accuracy, efficiency, and compliance across multiple systems while supporting internal teams, sales representatives, and warehouse operations to maintain a seamless fulfillment process.Core Responsibilities:Daily:· Process all Free Goods orders with high accuracy and timeliness.· Enter/check Free Goods order forms before submission to the Purchase Orders Department.· Print and organize FedEx shipping tickets for both Free Goods and DMG Connect orders.· Manage Canada free goods orders, ensuring correct entry, and order tracking if needed.· Review and confirm new DMG America and DMG Canada orders; provide order confirmations, backorder updates, and ETAs to vendors.· Handle general questions regarding free goods via email/phone.Weekly:· Process DMG Connect Orders (twice per week) with priority handling.· Maintain and update multiple internal trackers, including:· DMG Connect Tracker: · Ensures all Connect orders are accounted for and processed.· Canada Backorder Tracker: Monitors out-of-stock items and communicates restocks with warehouses.· Canada Order Manager: Tracks order status, fulfillment, and warehouse correspondence.· Complete Canadian invoicing and billing tasks in coordination with the finance team.Monthly:· Enter and verify lot numbers and tracking information for both U.S. and Canada Free Goods within the CRM.· Manage Free Goods package rejections, confirming status changes (moved, cancelled, or reship) and coordinating restocks.Additional Responsibilities:· Place orders for sales representatives and leadership (including expiring or promotional products for Canada specifically).· Collaborate closely with U.S. warehouse management on expiring inventory and Canada backorder management.· Maintain approval logs and assist in obtaining authorization for Free Good/DMG Connect requests.· Coordinate with Special Markets teams to update tracking, approvals, and eligibility for promotional programs.· Enter and manage Digital Free Goods requests in CRM during active campaigns.· Partner cross-functionally with Sales, Warehouse, and Accounting departments to resolve issues and ensure fulfillment accuracy.Tools & Systems: CRM, SAGE, Microsoft Excel, Microsoft WordGeneral:· Consistently process 50–70 Free Goods orders daily to maintain workload; increase to 110–150 orders daily to reduce backlog and improve fulfillment timelines.· Streamlined order tracking and reporting through enhanced spreadsheet management, improving visibility and efficiency for U.S. and Canadian operations.Requirements:- High school diploma or equivalent required- 2-5 years of heavy data entry experience- Computer literacy required- Fast and accurate typing skills- Basic understanding of databases- Strong written and verbal communication skills- Medical or dental industry background a plusPhysical Demands:- Ability to sit, stand, walk and perform repetitive motion (keyboard)- May include lifting, carrying, pushing and pulling objects