Customer Success Specialist — Fast-Paced Medical Support

Kerma-Medical; Suffolk (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

Kerma Medical Products, Inc. in Suffolk, Virginia, is seeking a Customer Service Specialist to join a team that supports customers, partners, freight carriers, suppliers and internal staff. You will handle orders, invoices, returns, and inquiries with timely, accurate responses.

Ideal candidates will have excellent English communication, strong time management, and proficiency with Excel/EDI systems, with 6 years of related experience or an Associates/Bachelors preferred.

Qualifications

• High School graduate with 6 years direct experience or a combination of education and experience acceptable.
• Associates of Arts, or Bachelors degree preferred.

Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns and requests of products, services, invoicing, and delivery of goods.
• Demonstrate strong knowledge of processes, procedures, and products for all business lines.
• Process incoming orders (received electronically, fax, or email) within the required timelines, including expedited order requests; monitor audits and inventory reports to ensure compliance; secure revised orders when needed.
• Process invoices within the required timelines
• Research order and invoice discrepancies and deductions for all business lines
• Monitor and document backorders, providing the customer with the appropriate feedback
• Manage return merchandise authorizations and related credits for the customer and business
• Knowledgeable of all price and product changes
• Process freight claims and payments
• Provide Proof of Delivery and/or pick lists to customers as needed
• Execute documentation requirements (reports, logs, system notes) for all transactions - orders, invoices, credits, returns, and related follow ups
• Maintain excellent working relationships with customers; provide timely, courteous, well researched responses to inquiries and complaints concerning orders, invoices, shipments, and inventory levels; follow up with customers/suppliers as required and/or promised
• Maintain excellent working relationships with internal staff/departments by providing timely, courteous, and well researched responses or feedback
• Monitor customer feedback regarding product quality and ensure appropriate documentation is provided to internal contacts
• Manage customer product inquiries and requests ensuring appropriate and timely responses
• Strategic partnership with Sales to foster sales growth and enhance the customer relationship
• Communicate with internal and external contacts appropriately and timely; escalates issues internally when needed
• Maintain, use, and create data reports for all business lines (daily, weekly, monthly)
• Provide back-up support for Receptionist as needed (calls, deliveries, visitors, etc.)
• Adhere to Kerma’s policies and procedures and demonstrate commitment to Kerma’s mission
• Other duties as assigned

Skills

Communication

Time management

Typing 45 wpm

Microsoft Office

Excel

EDI experience

Education

High School diploma

Associates or Bachelor's degree preferred

Tools

Excel

EDI systems

ERP software

Job description

Kerma Medical Products, Inc. in Suffolk, Virginia, is seeking a Customer Service Specialist to join a team that supports customers, partners, freight carriers, suppliers and internal staff. You will handle orders, invoices, returns, and inquiries with timely, accurate responses.

Ideal candidates will have excellent English communication, strong time management, and proficiency with Excel/EDI systems, with 6 years of related experience or an Associates/Bachelors preferred.