Rep- Customer Service, Kitting (US)

United States - Therapak LLC; Oakwood (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

Resonant is seeking a Customer Support Specialist to provide exceptional service to our life sciences clients. You will be the primary contact for inquiries via phone, email, and chat, ensuring fast, accurate resolution and thorough documentation in the CRM system.

As part of a collaborative team, you will work with Sales, Logistics, and Technical Support to resolve complex issues, process orders and returns, and contribute to FAQs and support resources.

Qualifications

• 2+ years of experience in a customer service or support role, preferably in healthcare or medical supply.
• Excellent verbal and written communication with a professional and empathetic demeanor.
• Proficiency in using CRM software (e.g., Salesforce) and Microsoft Office Suite.

Responsibilities

• Respond promptly and accurately to customer inquiries via phone, email, and chat regarding product information, order status, technical issues, and general support.
• Document all customer interactions, issues, and resolutions thoroughly in the CRM system.
• Collaborate with internal teams to elevate and resolve complex customer problems.
• Process orders, returns, and exchanges in accordance with company policies and procedures.
• Provide clear and concise instructions and solutions to customers, ensuring their understanding.
• Identify and elevate recurring customer issues or trends to management for process improvement.
• Maintain a high level of product knowledge and stay updated on new offerings and services.
• Contribute to the development and improvement of customer support resources and FAQs.
• Adhere to all company policies and procedures, including data privacy and confidentiality.

Skills

Customer service

Communication

Problem solving

Attention to detail

Teamwork

Patience

Empathy

Education

High school diploma

Associate's or Bachelor's preferred

Tools

CRM software (Salesforce)

Microsoft Office

Job description

Job Description Summary

The Customer Support Specialist is responsible for providing exceptional service and support to our clients, ensuring their inquiries and issues are resolved efficiently and professionally. This role acts as a primary point of contact, contributing to customer satisfaction and loyalty.

How will you make an impact & Requirement

Job Responsibilities

• Respond promptly and accurately to customer inquiries via phone, email, and chat regarding product information, order status, technical issues, and general support.
• Document all customer interactions, issues, and resolutions thoroughly in the CRM system.
• Collaborate with internal teams (e.g., Sales, Logistics, Technical Support) to elevate and resolve complex customer problems.
• Process orders, returns, and exchanges in accordance with company policies and procedures.
• Provide clear and concise instructions and solutions to customers, ensuring their understanding.
• Identify and elevate recurring customer issues or trends to management for process improvement.
• Maintain a high level of product knowledge and stay updated on new offerings and services.
• Contribute to the development and improvement of customer support resources and FAQs.
• Adhere to all company policies and procedures, including data privacy and confidentiality.

Job Qualifications

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 2+ years of experience in a customer service or support role, preferably in a healthcare or medical supply environment.
• Excellent verbal and written communication skills with a professional and empathetic demeanor.
• Proficiency in using CRM software (e.g., Salesforce) and Microsoft Office Suite (Word, Excel, Outlook).
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Demonstrated ability to handle difficult customer situations with patience and tact.
• Experience with order processing and logistics is a plus.
• Bilingual (English/Spanish) is an advantage.

At Resonant, we're more than a leading life sciences company. We're a global team dedicated to the uncompromising pursuit of quality to help our customers deliver on their mission: moving science forward. With touch points and products across clinical trial and diagnostic services - sourcing, supply chain and storage - we collaborate to solve our customers' most complex challenges.

Want to join more than 850 dedicated Resonant team members (and growing) worldwide? Whether you bring the life sciences background or proven operations know-how, consider advancing your career with Resonant in one of our available roles.

Join us in our mission: to help clients move their life science programs forward with clarity and purpose.