Position Title: Customer Service Representative

Department: Applicable Sales Department

Reports To: Operations Manager

FLSA Status: Non-Exempt

Location: San Jose, CA

At CathX Medical, we're hiring a care service representative to help us provide the best possible experience for every customer who interacts with us. The customer service representative will bridge the gap between what our customers need and what we're delivering - helping us to not only meet but also exceed their expectations. The ideal candidate is dedicated to going above and beyond for a customer, leaving no stone unturned in the quest to solve their challenges and make them feel valued.

Objectives of this role

• Drive a seamless customer level of support that creates positive experience for CathX
• Develop in-depth knowledge of our offerings in order to confidently communicate options for customer quotes and updates
• Maintain accurate records of customer quotes, orders and steps taken to resolve issues
• Work closely with the sales team to fulfill activities based on priorities, revenue targets and escalations

Responsibilities

• Manage customer conversations across all our support channels
• Answer customer inquiries and escalate complex issues to the appropriate Regional Business Development Manager for immediate response

• Conduct follow-ups on sample deliveries and provide personalized sales contact information.
• Proactively take steps to enhance the customer experience

• Share relevant customer feedback to help us improve our offerings
• Evaluate our customer support processes, devise improvements, measure results, and iterate
• Report on key customer service metrics and identify noteworthy trends
• Track shipment inquiries
• Customer contact for shipping dates
• Follow up on payments as needed
• Send weekly overdue reports to customers

Required skills and qualifications

• Excellent written and verbal communication skills
• Ability to quickly and accurately extract key information from detailed reports
• Friendly demeanor
• Exceptional problem-solving ability, backed by good judgment
• Ability to respond to customer questions effectively & efficiently
• Ability to collaborate across departments and teams
• Other duties as assigned.

Preferred skills and qualifications

• 2-3 years of experience in a CSR role focused on the medical device industry
• Proficiency with Customer Relationship Management (CRM) systems
• Experience in a customer-facing role, preferably handling customer service

• Proven aptitude in developing strong, positive, and lasting relationships with colleagues, customers and prospective customers

• Excellent attention to detail