Job Title

Customer Service Representative

Job Type

• Full-time
• Direct Hire
• Applicants must be legally authorized to work in the United States. Visa sponsorship is not available.

Compensation

• $20 - $23 / per hour

Benefits

• Medical, dental, and vision insurance
• Hospital indemnity, critical illness, term life insurance & long term disability.
• 401k: 100% match (up to 3% of the salary).
• Paid Time Off (PTO) plus nine paid holidays.
• Other employee perks.

Work Location

• On-site
• Brecksville, OH

Company Description

Evinex is a staffing firm focused on connecting the right people with the right businesses. This is a direct hire position for one of our prestigious clients in the Medical Devices Industry. With a history of steady growth and a commitment to innovation, the company provides opportunities to work in a state-of-the-art facility while maintaining a small company feel and reaching a global market.

Job Summary

We are seeking a Customer Service Representative to join a dynamic team in the Medical Devices Industry. The role involves processing orders, providing product and service information, and handling customer complaints. As a key point of contact for customers, this position requires a sincere desire to assist and empathize with customers, ensuring their needs are met promptly and accurately. The representative will receive purchase orders, enter sales orders into the ERP database, and verify all order details. This role is crucial in managing customer relationships, requiring strong communication skills, attention to detail, and the ability to work both independently and as part of a team. The position offers the opportunity to develop product knowledge and problem-solving skills while contributing to customer satisfaction and company success.

Why Join

Join a company that values its employees and fosters a family-oriented, positive working environment. You will have the opportunity to work in a state-of-the-art facility with a team that is committed to customer satisfaction and innovation in the enteral device industry. The company provides comprehensive benefits, including medical, dental, and vision insurance, a 401k plan with company match, and paid time off starting from day one. With additional perks such as tuition reimbursement and an employee assistance program, this role offers a supportive environment for personal and professional growth. Be part of a team that is dedicated to maintaining a small company feel while achieving global reach and impact.

Responsibilities and Duties

• Provide exceptional customer service by prioritizing customer needs and offering assistance with a sincere and helpful attitude.
• Communicate clearly and effectively, adapting to the customer’s perspective.
• Research and locate answers from online resources (e.g., DFU) to resolve various customer inquiries independently.
• Receive and enter purchase orders into Microsoft Dynamics ERP, ensuring the accuracy of order details, including shipping, billing, product, price, freight terms, and credit terms.
• Manage time efficiently, processing a high volume of orders while responding promptly to customer inquiries with attention to detail.
• Verify the accuracy of your work and that of others to minimize errors.
• Set up new customer accounts in the ERP system, verify tax status, and coordinate credit applications and tax exemption forms with the accounting team.
• Provide product and service information to customers via email and phone, requiring basic product knowledge.
• Handle incoming calls from buyers and direct customers, addressing their needs appropriately and in a timely manner.
• Verify the status of customer orders, ensuring all aspects related to order fulfillment are accurate.
• Check customer pricing against price lists and product sales information.
• Manage complaints or returns from customers or internal departments, following the detailed return process with high attention to detail.
• After training, troubleshoot product issues with customers over the phone.
• Ensure timely responses to all customer inquiries and follow through on complaint resolutions.
• Work collaboratively with the customer service team, coordinating workload with teammates to maintain efficiency.
• Perform additional tasks as assigned.

Knowledge / Skills / Abilities Required

• Excellent Communication Skills: Ability to communicate effectively with both external customers and internal teams, maintaining a positive and clear manner.
• Strong Phone and Listening Skills: Proficient in handling phone calls with active listening and providing comprehensive responses.
• Organizational Skills: Ability to prioritize, multi-task, and manage time effectively while handling multiple priorities.
• Attention to Detail: Highly detail-oriented and quality-focused, ensuring accuracy in all tasks.
• Teamwork and Independence: Strong interpersonal skills, able to work collaboratively in a team environment as well as independently.
• Self-Motivation: A self-starter who can take initiative and work efficiently without constant supervision.
• Computer Proficiency: Comfortable working in a multi-system Microsoft environment (Word, Outlook, intranet, internet).
• Customer Service Skills: Empathy and patience when interacting with customers, focusing on understanding their needs and providing respectful, helpful support.
• ERP Experience: Familiarity with Microsoft Dynamics is a plus but not required.

Education / Professional Experience

• High school diploma required.
• Prior customer service experience preferred.
• Proficiency in computer use and basic office software

Additional Information

Applicants must be legally authorized to work in the United States. Visa sponsorship is not available.