The Customer Service Specialist ensures that Access Vascular, Inc can process customer orders accurately, on time, and communicate effectively with clients. This individual will lead order entry and follow up with clients. This person will be the conduit for distribution and customer service ensuring customer requests are being fulfilled.
Roles & Responsibilities:
Order Entry:
- Accurately and efficiently enter customer orders into the system.
- Ensure all order details, including product SKU’s, quantities, and delivery requirements, are recorded with precision.
- Collaborate with sales and logistics teams to address any order discrepancies or special requests.
Customer Communication:
- Serve as the primary point of contact for customers regarding order status, product availability, and shipment details.
- Communicate proactively with customers to provide updates on order progress and address any inquiries or concerns promptly.
- Collaborate with the sales team to relay customer feedback and requirements.
Follow-Up and Issue Resolution:
- Monitor order fulfillment to ensure timely delivery and address any potential delays or issues.
- Investigate and resolve order discrepancies, shipping errors, and customer complaints in a timely and effective manner.
- Forwards any customer complaints to QA per the applicable SOP requirements.
- Collaborate with relevant departments to implement corrective actions and prevent recurrence of issues.
Documentation and Record-Keeping:
- Maintain accurate and up-to-date records of customer interactions, transactions, and communications.
- Generate reports on order status, fulfillment metrics, and customer satisfaction as needed.
Continuous Improvement:
- Contribute to the ongoing improvement of customer service processes and workflows.
- Provide insights and suggestions for enhancing the efficiency and effectiveness of order management procedures.
Other:
- Assist with the release of new products as they become available.
- Maintain customer files and list of SKUs for each customer as defined by the sales team.
Qualifications:
- Minimum Associates degree with 4-6 years of similar customer service role in medical device; additional education or certifications in customer service or a related field is a plus.
- Proficiency in Salesforce is essential
- Microsoft Excel experience, including intermediate functions such as pivot tables, VLOOKUP, Forms, templating, and data analysis
- Able to prioritize in a fast-paced environment with competing priorities.
- Proven experience in order entry and customer service, preferably in a medical device or healthcare-related industry.
- Strong attention to detail and accuracy in data entry.
- Excellent communication and people skills.
- Ability to multitask and prioritize in a challenging environment.
- Familiarity with CRM software and order management systems a plus.
- Understanding of ISO 13485 and CFR 820 standards a plus.
- Strong verbal and written communication skills are essential.
- Ability to respond to changing priorities and to multi-task, in a dynamic environment.
PHYSICAL DEMANDS
The physical activities described within the job posting are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Access Vascular, Inc is a proud Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.
Access Vascular was founded in 2015 to address the most common and costly complications of intravenous therapy: infection, thrombosis and phlebitis. The company is developing a suite of venous access devices made from patented biomaterials which are highly biocompatible and have demonstrated 6X fewer complications. .
Top Skills
What We Do
Access Vascular was founded to address the most common and costly complications of intravenous therapy: infection, thrombosis, and phlebitis. Taking a foundationally different approach to thrombus reduction, the company manufactures intravenous catheters from a hydrophilic material which retains significant amounts of water. Engineered to mimic the body’s natural chemistry, Access Vascular catheters are designed to evade the foreign body response and complications that come with it. Our cleared products are HydroPICC®and HydroMID®. For more information, please visit www.accessvascularinc.com.
