Customer Service Representative

The Customer Service Representative will interact with internal staff and external customers by addressing purchase orders and inquiries, resolving complaints, and maintaining and shipping sample inventory. The customer service department is the heart of the company, and our mission is customer satisfaction. This position is in Guilford, ME and reports to the Customer Service Supervisor.

Duties/Responsibilities:

• Professionally answer incoming calls, emails, and chats, providing accurate and positive responses to customers.
• Enter and confirm customer purchase orders, ensuring that all required information is available and accurate.
• Double-check teammate’s order entries to identify errors and maintain accuracy.
• Send replies and follow ups in a timely manner to ensure customer satisfaction.
• Manage customer complaints.
• Manage/track customer returns.
• Escalate customer concerns with proper departments when complex issues arise.
• Maintain records of customer interactions including details of inquiries, complaints, and comments.
• Maintain sample room inventory and ship/track requested samples to customers.
• Work closely with logistics, accounting and planning to ensure shipment deadlines are met.
• Assist sales team with miscellaneous tasks.

Key Skills Required:

• Attention to detail.
• Excellent written and verbal communication skills.
• Ability to actively listen and act in a professional manner in all situations.
• Upbeat and positive outlook.
• Thorough knowledge in Microsoft Office Suite (Outlook, Excel, Teams, etc.) and other basic software.
• Ability to work independently and in a fast-paced environment.
• Good decision-making skills.
• General knowledge of shipping terminology and carriers.
• Working knowledge of regulatory requirements for medical devices.

Education and Experience:

• High school diploma or equivalent required.
• At least 1 year of related experience required.

Physical Requirements:

• Must be able to lift 15 lbs.
• Must be able and willing to work in a fast-paced environment.
• Prolonged periods sitting at a desk and working on a computer.

Note: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work requires operation of a computer.

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Puritan Medical Products Company is An Equal Opportunity/Affirmative Action Employer. All qualified applicants and employees for hiring, placement and advancement will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or military status, age, or any other federally protected class.