Customer Service Specialist

Interplace, Inc.; Union City (CA); On-site; USD 40,000 - 55,000; Full time

Job summary

A customer service solutions provider located in Union City is seeking a Customer Service Specialist. This role involves engaging with customers, resolving their inquiries and issues, and ensuring effective communication between departments. Ideal candidates will possess strong communication skills and preferably have experience in customer service. This position offers opportunities to build sales pipelines and collaborate with internal teams.

Qualifications

• Strong communication skills to interact with customers and internal teams.
• Ability to resolve complex issues efficiently.
• Experience in customer service roles is preferred.

Responsibilities

• Act as the first point of contact for customers.
• Investigate and resolve complaints and product inquiries.
• Process orders and maintain customer service procedures.

Job description

Overview

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

Responsibilities

1. Understands, supports and follows the Corporate Vision, Mission & Values Statements.
2. Understands, follows and supports 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.
3. Acts as liaison between 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.
4. 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.
5. Compiles department activities and reports them to higher management. Maintains critical databases, such as the Customer Maintenance Files.
6. Assists the Accounts Receivable to resolve credit and collection issues.
7. Works with the Inventory Control Department: coordinates consignments, leased equipment, and trial and sets.
8. Documents and maintains current Customer Service procedures.
9. Sources new sales opportunities through inbound l.ead follow-up, outbound cold calls, emails and data analyses
10. Teams up with channel partners (Regional Business Managers, sales reps, etc.) to build pipelines and close deals.