Customer Service Associate - Medical Devices

Job Summary:

This role provides comprehensive front-line support to independent sales representatives and customers regarding orders, products, and services, interacting via telephone, email, online chat, and in person. The position is responsible for efficiently troubleshooting inquiries and concerns, maintaining detailed interaction records, and processing shipments. Additional duties include assisting Accounting with inventory reconciliation of loaner equipment and trunk stock, utilizing product knowledge to resolve issues (escalating when necessary), and entering orders. The role requires versatility in performing various operational and customer service tasks.

Key Responsibilities:

• Interact with independent sales representatives and customers (telephone, email, online chat, or in person) to provide support and information on existing orders, products or services.
• Ensure appropriate actions are taken to troubleshoot inquiries and concerns, in a timely manner.
• Maintain records of interactions and transactions, recording details of inquiries, and comments, as well as actions taken.
• Process Shipments as needed including collecting product, prepare box for shipment, prepare label and ship via courier including either drop off or arrange for courier pick up.
• Assist the Accounting department in reconciling inventory counts sent by sales representatives to maintain control over loaner equipment and trunk stock.
• Uses knowledge of a specific product, service, or other assigned area of expertise to field customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Collect and enter orders as needed.
• Performs other related duties as assigned to support bookkeeping function as back up.

Qualifications & Competencies

• High school diploma or equivalent.
• 2 years' experience in customer service required. Medical devices or the medical industry is a plus.
• Excellent communication skills (verbal and written) including active listening.
• Customer service-oriented mindset and able to resolve customer concerns with a sense of urgency.
• Proactive mindset, strong logical thinker with the ability to analyze and solve problems.
• Excellent time management and organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Process oriented mindset with a focus on efficiency and continuous improvement.
• Detail oriented with strong commitment to accuracy and precision in work output.
• Computer Experience: Solid knowledge of MS Office Suite and proficient in ERP (Enterprise Resource Planning) software (Macola a plus)

Physical Requirements:

• Prolonged periods sitting at a desk and working at a computer.
• Must be able to lift to 30 pounds at times.

Salary Range: $45,000 - $55,000/annual

Location: El Segundo, CA – on site 5 days/week (no remote or hybrid). Must be able to be flexible in schedule as weekend work may be asked to support business needs.

An employment offer is based on the candidate's professional experience, specialty, skillset, education, geography, related licenses or certifications, and other business needs. The compensation range indicated does not include other forms of compensation or benefits.

We value the diversity of our team and inspire creativity in our innovation. elliquence proudly provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state and local laws.

We are committed to working with and providing reasonable accommodation to individuals with disabilities. If you need any reasonable accommodation due to a disability for any part of the application process, please email hr@elliquence.com.

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