Position Summary

• The Customer Service Representative II will support customers by processing orders, handling inbound customer inquiries, and completing various customer service transactions.
• This role is responsible for entering customer orders accurately, answering approximately 12-15 inbound calls per day, processing returns, and ensuring timely resolution of customer issues.
• The ideal candidate will possess strong communication skills, attention to detail, and the ability to provide exceptional customer service in a fast-paced environment.

Key Responsibilities

• Enter and process customer orders accurately and efficiently.
• Respond to approximately 12-15 inbound customer calls daily.
• Create and process customer returns and related transactions.
• Resolve customer inquiries and concerns while maintaining a positive customer experience.
• Utilize ERP systems and internal tools to manage customer requests and order information.
• Collaborate with internal teams to support customer needs and ensure issue resolution.
• Maintain accurate records and documentation of customer interactions.

Required Experience            

• 3-5 years of customer service and/or call center experience.
• Experience working with SAP ERP or similar enterprise resource planning systems.
• Strong proficiency with Microsoft Office applications, including Outlook, Excel, and OneNote.
• Demonstrated ability to multitask and navigate multiple systems simultaneously.
• Strong typing and data entry skills.
• Excellent problem-solving abilities with a patient, professional, and customer-focused approach.

Required Skills

• Call Center/Customer Service Experience
• SAP ERP or Similar System Experience
• Microsoft Office Suite (Outlook, Excel, OneNote)
• Data Entry and Typing Proficiency
• Customer Problem Resolution
• Strong Communication Skills
• Patience, Professionalism, and Empathy

Preferred Qualifications

• Prior Call Center experience in a high-volume environment.
• Medical Device industry knowledge or experience.
• Experience supporting customers in a regulated or healthcare-related environment.

Education

• High School Diploma or equivalent required.