Customer Service Representative

The Customer Service Representative serves as the primary point of contact for internal and external constituencies on all matters pertaining to the Customer Service Department of phenox Inc. This position requires a versatile and experienced individual who is results-driven and client oriented. The ideal individual will have the ability to exercise good judgement in a variety of situations, with strong written and verbal communication, administrative, and organizational skills, with the ability to maintain a realistic balance among multiple priorities. This individual understands the importance of maintaining the confidentiality of the sensitive nature of the various business matters that is encountered. This individual has the ability to work independently on projects and must be able to work under pressure at times to handle a wide variety of activities and confidential matters with discretion.

Essential Duties & Responsibilities:

• Completes a broad variety of customer service tasks.
• Provides the first line of communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service and consistent follow-up.
• Processes customer orders, RMAs, and purchase orders.
• Gathers information on customer issues.
• Researches, prioritizes, and follows up on incoming issues and concerns regarding the Customer Service Department. Determines appropriate course of action, referral, or response.
• Handles matters expeditiously, proactively, and follows-through on projects to successful completion, often with deadline pressures.
• Successfully completes critical aspects of deliverables with a hands-on approach, including order entry, statistical reporting, shipping, and receiving.
• Exercises the highest degree of confidentiality, sound judgement, tact, diplomacy, integrity, discretion, sensitivity, and professionalism at all times.
• Supports the cultivation of ongoing relationships with clients.
• Provides support to the Sales team with inventory management, sales order flow, client needs and requests.
• Performs any additional job-related duties as assigned.

Benefits:

• 401K
• Health insurance
• Dental insurance
• Vision insurance
• Health Savings account
• Paid time Off

Education, Experience and Qualifications:

• High school diploma or equivalent required. Bachelor’s degree preferred.
• Minimum of 5 years Customer Service experience, preferably in medical device.
• Strong organizational and analytical skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
• Expert level communication skills (verbal, written, electronic) and superior phone skills.
• Highly resourceful team-player, with the ability to also be extremely effective independently.
• Demonstrated proactive approaches to problem-solving with strong decision-making capability.
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
• Demonstrated ability to achieve high performance goals and meet deadlines in a fast-paced environment.
• Forward looking thinker, who actively seeks opportunities and proposes solutions.
• Trustworthy, punctual, and professional presence.
• Technical: Intermediate to advanced-level proficiency with Microsoft Office Products: Excel, Word, Outlook.

Physical Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and sit for extended periods of time. The employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with remote, customers, peers, and co-workers. Occasionally the employee may be required to lift or move at least 35lbs