Customer Service Representative

About Route 92 Medical

Route 92 Medical is on a mission to improve outcomes for patients undergoing neurovascular intervention. At the core is a reconsidered procedural approach, cutting-edge engineering, and innovative product design. Our portfolio targets the most significant challenges in neurointerventional care to deliver meaningful solutions. The company was founded by physicians developing thoughtful product solutions in collaboration with the world’s leading clinicians, who focus on improving procedural and patient outcomes.

https://www.route92medical.com/

Chart a new course

Route 92 Medical is looking for dynamic, innovative people who are inspired by our mission to improve outcomes for patients undergoing neurovascular intervention.

We welcome team members who approach their work with courage, flexibility, persistence, and a willingness to assist others. Teamwork matters here. We are committed to collaboration and finding innovative solutions that advance neurovascular intervention, establishing Route 92 Medical as one of the premier companies in the field.

Purpose Of Job

The Customer Service Representative will primarily focus on efficiently processing customer orders and returns while ensuring a smooth and satisfying customer experience. This role involves handling order-related inquiries, managing returns and exchanges, and providing timely resolutions to customer issues. The Representative will play a key role in maintaining accurate records and ensuring that customer transactions are processed quickly and accurately.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or other communication channels.
• Provide accurate information about products, pricing, and availability.
• Assist customers with product selection, order placement, and tracking, ensuring a smooth and efficient experience.
• Process customer orders, returns, and exchanges accurately and efficiently, ensuring compliance with company policies and QMS.
• Maintain detailed and accurate records of customer information and transactions, in NetSuite ERP system.
• Monitor customer pricing and discounting by sales force.
• Prepare and distribute necessary documentation, such as order confirmations, shipping information, and other information.
• Work closely with other departments, such as sales, operations, and quality, to coordinate efforts and ensure a seamless customer experience.
• Participate in team meetings and training sessions to stay updated on product knowledge, company policies, and best practices.
• Contribute to a positive team environment by supporting colleagues and sharing knowledge and expertise.
• Identify opportunities to improve customer service processes and suggest enhancements to management.
• Assist in the development and implementation of customer service policies and procedures.
  
  

Skills For Success

• Strong understanding and proficiency in using NetSuite, MS Office (Word, Excel, and Outlook)
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally with customers.
• Ability to handle difficult situations with patience and problem-solving skills.
• Strong attention to detail and accuracy in processing orders and handling customer information.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong organizational skills and the ability to maintain accurate records.
• Preferred work experience in medical device or healthcare industry.
• Proven ability to work effectively in a team environment and independently.
  
  

Required Education

• Bachelor’s degree in business, communications, or a related field is a plus.
  
  

Required Experience

• Minimum of 2-4 years of experience in a customer service role, preferably in a medical device company.
• Familiarity in supporting high volume growing marketing & commercial teams.
• Experience handling customer inquiries, complaints, and orders.
  
  

Benefits & Perks

• Comprehensive healthcare benefits are effective day one! R92M offers generous benefit options, including Medical, Dental, Vision, Life Insurance, FSA, HSA, Short-term and Long-term disability, Critical Illness Insurance, and Accident Insurance.
• Competitive base pay plus corporate bonus program
• Generous paid time off and 16 paid holidays, including a company-wide summer recharge week in July
• 12 weeks of paid parental leave for employees after 90 days of employment
• Monthly cell phone stipend
  
  

The actual base pay is dependent on several factors, including, but not limited to, work experience, market data, skills, geographic location, and business needs. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity.