custmer service

Interplace, Inc.; Union City (CA); On-site; USD 35,000 - 55,000; Full time

Job summary

Interplace, Inc. is seeking a Customer Service Specialist in the United States to be the first point of contact for customers. The role focuses on investigating and resolving complex issues related to orders, complaints, and product inquiries.

You will ensure compliance with quality policies and export regulations while supporting the internal sales force and dealers. You will also process orders, quotes, returns, and maintain key customer records.

Responsibilities

• Understanding and upholding Corporate Vision, Mission & Values.
• Adhering to internal quality system policies and external regulations.
• Ensuring compliance with export and global medical device regulations; preparing export documentation and record filing.
• Liaising between management and dealers/distributors.
• Communicating with internal teams to resolve complaints, returns and repair issues efficiently.
• Assisting sales and dealers in resolving complex customer issues.
• Answering phone calls and processing orders.
• Addressing customer issues and requests in a timely manner.
• Issuing quotes and RGA numbers; processing returns.
• Compiling department activities for higher management reports.
• Maintaining critical databases, e.g., Customer Maintenance Files.
• Assisting Accounts Receivable with credit and collection issues.
• Coordinating with Inventory Control on consignments, leased equipment, trials.
• Documenting and maintaining current Customer Service procedures.
• Sourcing new sales opportunities via inbound/outbound outreach and data analyses.
• Collaborating with channel partners to build pipelines and close deals.

Job description

SCOPE

The Customer Service Specialist is the first point of contact to ensure high quality services to xxxxxx customers. This position is responsible for investigating, resolving complex issues and processes regarding expediting orders, complaints, and product inquiries.

ESSENTIAL JOB FUNCTIONS

• Understands, supports and follows the Corporate Vision, Mission & Values Statements.
• Understands, follows and supports xxxxxx’s internal quality system policies, procedures and applicable external regulations.
• Ensures compliance with export and global medical device regulations. Prepares all export documentations and record filing.
• Acts as liaison between xxxxxx management and dealers/distributors.
• Communicates with appropriate parties within the company to resolve complaints, problems, returns, and repair issues in an efficient and professional manner.
• Assists the internal sales force and dealers in resolving complex customer issues.
• Answers the phone and processes orders.
• Addresses customer issues and responds to their requests in a timely manner.
• Issues quotes.
• Issues RGA numbers and processes returns.
• Compiles department activities and reports them to higher management.
• Maintains critical databases, such as the Customer Maintenance Files.
• Assists the Accounts Receivable to resolve credit and collection issues.
• Works with the Inventory Control Department: coordinates consignments, leased equipment, and trial and sets.
• Documents and maintains current Customer Service procedures.
• Sources new sales opportunities through inbound l.ead follow-up, outbound cold calls, emails and data analyses.
• Teams up with channel partners (Regional Business Managers, sales reps, etc.) to build pipelines and close deals.