Customer Service Specialist

Customer Service Specialist

Tides Medical

Purpose of Position:

Under the leadership of the Customer Operations Supervisor, the Customer Service Specialist will be responsible for providing exceptional customer support and ensuring that all inquiries and issues related to our products and services are addressed promptly and effectively.

This role requires strong communication skills, a problem-solving mindset, and a commitment to quality service.

The Customer Service Specialist will leverage their strong communication skills and problem-solving abilities to foster positive relationships with customers and sales partners.

The Customer Service Specialist will also collaborate closely with cross-functional teams, including Sales, Reimbursement, Quality Assurance, and Distribution to deliver comprehensive solutions and improve customer experiences. This role will also work in conjunction with Customer Operations team and work back up, as needed.

Essential Functions of the Areas of Responsibility

Perform the following in accordance with AATB, FDA, and Tides Medical stated policies and procedures while upholding Tides Medical's mission and corporate values.

Interact with customers and sales agencies regarding product distribution and other needs

Accurately enter all product Usage Forms against appropriate customer accounts

Create customer orders upon request for direct purchase and consignment orders

Generate customer invoices for orders entered

Send shipment tracking information and packing lists to customers and/or sales agents

Ship marketing and collateral materials to sales agents and/or customers

Generate utilization reports and participate in demand planning meetings

Initiate product returns from customers

Assist in developing and implementing customer service policies and procedures to enhance service quality

Maintain detailed records of customer interactions, feedback, and issues using our CRM and QMS

Expectations:

Work well with others and not create undue office stress or conflicts

Be a practical problem solver and work independently

Be truthful in all aspects of conduct and communications

Be respectful of other employees and not engage in speech or conduct that is discriminatory

Uphold confidentiality of employee records, donor records, and proprietary corporate information

Qualifications:

Requirements:

Key Qualifications, Requirements, and Attributes:

Experience in an administrative, customer service, or sales operations position

Bachelors degree or applicable work experience

Strong interpersonal and organizational skills

Excellent attention to detail

Strong customer service mentality

Demonstrated history of working cooperatively in a team environment

Outstanding written and verbal communication skills

Experience using CRM is preferred

Availability to work full-time (5 days/ 40 hours)

Physical, Mental, Environmental Demands:

Up to 8 hours of sitting, walking, using a computer, etc.

Must be able to lift up to 25 pounds

Must be able to hear and speak on the phone

Must be able to perform job duties in a fast-paced work environment