Job Description
Pay Rate: $24–$25 per hour
Assignment Length: 3+ months (potential temp-to-direct)
Schedule: 6:30 AM – 3:30 PM, Monday–Friday (1-hour lunch)
Position Summary
The Customer Service Representative provides front-line support to customers and field sales teams by managing product orders from entry through fulfillment. This role requires strong judgment, initiative, and a customer-focused mindset to ensure high levels of satisfaction. The position works cross-functionally to resolve issues, support process improvements, and uphold quality and regulatory standards.
Education & Experience Requirements
- Minimum of 4 years of experience in a customer service or support role, or an equivalent combination of education, training, and experience
- Previous experience in the medical device industry preferred
- Experience working with QAD or a similar ERP system required
- Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint
- Experience using Salesforce is a plus
- Excellent written and verbal communication skills
- Demonstrated ability to deliver exceptional customer service
- Strong organizational, time management, and multitasking skills
- Self-motivated with strong attention to detail and ability to meet deadlines
- Ability to work cross-functionally with a sense of urgency and customer-driven focus
- Ability to work independently with minimal supervision
Essential Duties & Responsibilities
- Accurately and timely enter and process customer orders received via phone, fax, or email in accordance with company policies and procedures
- Validate customer data, including pricing, terms, exceptions, and special shipping requirements from order entry through invoicing
- Advise customers on product availability and inventory status
- Support the sales team with account inquiries related to carrier issues, product availability, pricing, and billing
- Resolve routine customer issues professionally and proactively, escalating only when necessary
- Process product returns using QAD in compliance with regulatory and documentation requirements
- Coordinate with operations and shipping teams to ensure timely and accurate order fulfillment
- Respond to customer complaints with urgency, notifying appropriate stakeholders and escalating when required
- Maintain accurate customer account information and related billing documentation
- Handle sensitive customer and company information with confidentiality
- Complete assigned administrative tasks and projects in a timely manner
- Foster a positive, collaborative work environment
- Actively promote and support the Quality Management System, Quality Objectives, and Quality Policy
- Ensure compliance with Good Manufacturing Practices (GMP), FDA, and applicable regulatory requirements
- Support the company’s Management Review process
- Communicate concerns related to product quality to responsible personnel
- Perform all job duties in a safe and effective manner
- Perform other duties as assigned
Benefits (employee contribution):
- Health insurance
- Health savings account
- Dental insurance
- Vision insurance
- Flexible spending accounts
- Life insurance
- Retirement plan
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant.