What are the responsibilities and job description for the Customer Service Representative position at InspireMD?
InspireMD is seeking a highly motivated and detail-oriented Customer Service Representative (CSR) to support our growing medical device operation. As a CSR, you will be the first point of contact for hospitals and sales reps, ensuring a smooth and efficient process for ordering and issue resolution related to our carotid stent products. This role is critical in maintaining exceptional service standards and contributing to patient care outcomes through operational excellence.
Key Responsibilities
Key Responsibilities
- In office role. Start times vary based on business needs, varies from 8:00am to 10:00am.
- Respond to inbound calls and emails from hospital purchasing departments and internal sales reps.
- Accurately enter orders into the Priority ERP system.
- Create and update customer accounts within the ERP.
- Support shipping and fulfillment teams by facilitating communication with customers regarding delivery issues.
- Document and escalate customer complaints, including those requiring FDA reporting.
- Troubleshoot general inquiries and route complex issues to appropriate departments.
- Maintain adherence to established service level agreements (SLAs) and KPIs.
- Collaborate with warehouse and internal stakeholders to ensure timely and accurate delivery of medical products.
- Participate in cross-training and continuous education to support department growth and flexibility.
- 2 years of customer service experience within the healthcare or medical device industry.
- Strong communication and problem-solving skills.
- High Attention to detail and data accuracy.
- Experience with ERP systems. (Priority system preferred)
- Proficient in Microsoft Outlook, Teams, and basic Excel.
- Ability to handle sensitive information in a HIPAA-compliant manner.
- Bilingual in English and Spanish is preferred.
- High School Diploma or equivalent.
