Customer Care II N01

Job Title           :           Customer Care II N01

Client               :           Medical Device Manufacturing Company

Duration           :            6 Months Contract (Possible Extension)

Location          :           Webster, TX 77598

Shift                 :           1st Shift (8:00 AM – 5:00 PM)

Job Description:

We are looking for a Customer Care Representative to handle customer questions, process orders, and help resolve order-related issues. The candidate will communicate with customers over the phone and work with different internal departments to ensure orders are processed and delivered on time.

Responsibilities:

• Serve as the primary contact for customers regarding orders, pricing, product availability, and general inquiries.
• Process customer orders received by phone and enter accurate information into ERP/CRM systems.
• Verify pricing, purchase order numbers, shipping addresses, payment terms, and requested delivery dates.
• Process returns, credits, and Return Merchandise Authorizations (RMAs) while maintaining the required documentation and approvals.
• Track open orders, backorders, shipment status, and delivery dates, and follow up on outstanding issues.
• Coordinate with Inventory Control, Purchasing, Marketing, Technical Services, Finance, and Warehouse teams to resolve customer concerns.
• Handle incoming customer calls promptly and provide timely updates and follow-up.
• Review open order reports and resolve issues related to credit holds, delivery requests, and customer accounts.
• Follow company policies and procedures when handling customer requests, returns, pricing adjustments, and credits.
• Identify issues requiring escalation and communicate them to the appropriate management team.
• Maintain accurate records and support continuous improvement initiatives.
• Deliver professional, courteous customer service while managing multiple tasks in a fast-paced environment.

Qualifications:

• High school diploma or GED equivalent required; an Associate's degree is preferred.
• 2–3 years of customer service experience required.
• Strong verbal and written communication skills.
• Excellent organizational skills, attention to detail, and time management.
• Ability to multitask, prioritize workloads, and manage multiple responsibilities.
• Strong problem-solving and decision-making skills.
• Ability to handle stressful situations calmly and professionally.
• Self-motivated, proactive, and results-oriented, with the ability to work independently.
• Ability to work effectively with internal teams and external customers.
• Professional attitude with a strong commitment to customer satisfaction.
• Flexibility to work varied hours as required.

Additional Requirements:

• Ability to make timely decisions while following established company policies and procedures.
• Strong follow-up skills to ensure customer orders and account issues are resolved efficiently.
• Must be comfortable working in a fast-paced customer service environment.

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