Customer Service Representative

At Cadence, Inc., we’re more than a manufacturer — we’re a partner in improving lives. As a contract manufacturer of medical and life science devices, we help the world’s leading healthcare companies bring innovative, life-saving technologies to patients faster and with precision. Our team of 800+ employees across the U.S. and Costa Rica is united by one mission: advancing patient outcomes through excellence in manufacturing.

Job Summary:

We are seeking a customer-focused Customer Service Representative in our Staunton, VA office to serve as a primary point of contact for customers while supporting the sales process and fostering long-term customer relationships. This role plays a critical part in delivering exceptional customer experiences, supporting quoting and order management, and ensuring clear, professional communication across multiple channels.

Key Responsibilities:

Customer Assistance & Relationship Building

• Serve as the primary point of contact for customer inquiries, product information, and general support.
• Guide customers to appropriate internal resources for product selection, application guidance, and troubleshooting.
• Build and maintain strong customer relationships to encourage loyalty, repeat business, and account growth.

Sales Support, Quoting & Order Management

• Prepare and present quotes, proposals, and pricing to support sales efforts.
• Manage and prioritize inbound leads and sales opportunities based on timing, fit, and revenue potential.
• Re-engage inactive or dormant customer accounts to uncover new sales opportunities.
• Process customer orders, including order entry, payment processing, and coordination of accurate and timely delivery.
• Provide customers with order confirmations, delivery timelines, and post-order support.

Customer Communication & Account Support

• Maintain clear, professional communication through phone, email, live chat, and other communication channels.
• Respond promptly to customer inquiries and provide timely updates on quotes and orders.
• Ensure a consistently high level of customer responsiveness and service quality.

Problem Resolution & Customer Advocacy

• Address customer concerns, complaints, and service issues with professionalism and urgency.
• Partner with internal teams to analyze customer challenges and develop effective solutions.
• Manage conflict resolution with empathy, working to turn challenges into positive customer outcomes.

Product Knowledge & Customer Education

• Maintain strong working knowledge of company products, services, and applications.
• Educate customers on product features, benefits, best practices, and complementary solutions.

Customer Insights & Continuous Improvement

• Collect and document customer feedback to support ongoing improvements to products, services, and processes.

Policy Guidance & Documentation

• Clearly explain company policies, terms and conditions, warranties, and transactional details.
• Maintain accurate records of customer interactions, quotes, orders, and feedback within the CRM system.

Sales Metrics, Reporting & Pipeline Visibility

• Track and report key performance indicators, including call activity, pipeline opportunities, revenue performance, and forecasted close dates.
• Maintain accurate CRM data to support forecasting, visibility, and operational planning.

Professional Representation & Adaptability

• Represent the company professionally and consistently reinforce a positive brand image.
• Adapt communication style to meet the needs of diverse customers and situations.

Knowledge, Skills & Abilities:

Core Skills

• Strong verbal and written communication skills.
• Ability to explain moderately complex or technical information clearly and concisely.
• High level of professionalism and customer-focused mindset.

Computer & Technical Skills

• Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Zendesk).
• Experience managing email communication and workflows (e.g., Microsoft Outlook).
• Familiarity with live chat tools and multitasking across communication channels.
• Working knowledge of phone systems, including VoIP technology.
• Experience using ticketing and issue-tracking systems.
• Ability to navigate knowledge base tools to provide accurate customer information.
• Proficiency in Microsoft Word and Excel.
• Strong data entry skills with attention to detail.
• Comfort learning new software systems and adapting to new technology quickly.
• Basic analytical skills to identify trends and provide input for service improvements.
• Understanding of cybersecurity best practices and data protection standards.
• VPN usage knowledge for secure remote access (if applicable).

Minimum Qualifications: