Customer Service Representative

Customer Service Representative

The Customer Service Representative serves as a vital bridge between the company, the medical community, and customers placing product orders. In this role, you communicate with professionalism, confidence, and clarity while creating a supportive experience for each customer interaction. You learn a diverse product line and its applications, coordinate closely with internal teams, and proactively identify opportunities to introduce additional relevant products. This position offers a strong career entry point with significant room for growth and advancement within a collaborative, medical device manufacturing environment.

Responsibilities

• Confidently handle a high volume of incoming phone calls related to product orders, inquiries, and payments while maintaining a professional and courteous demeanor.
• Communicate clearly and knowledgeably with customers, including medical professionals, to understand their needs and provide accurate information about products and order status.
• Ask thoughtful questions to identify customer needs and offer additional items from the broader product family when appropriate.
• Use a strategic approach to address customer requests while maintaining awareness of inventory levels, shipping timelines, and customer priorities.
• Provide reliable phone coverage as part of a collaborative team and support colleagues with daily tasks to ensure consistent service.
• Accurately enter and update customer information, orders, and interactions in Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems.
• Process purchase orders with a high level of accuracy, ensuring all details are complete and correctly recorded.
• Collaborate closely with internal departments such as Sales, Accounting, Inventory Management, Quality Assurance, Marketing, and Shipping to resolve issues and keep information up to date.
• Serve as a backup resource for international order processing as needed, ensuring timely and accurate handling of global orders.
• Assist with company projects as assigned, contributing to process improvements, customer experience initiatives, and departmental goals.
• Demonstrate strong email and phone etiquette in all customer and internal communications.
• Maintain a high standard of customer satisfaction by focusing on delivering an exceptional overall experience rather than solely on volume-based metrics.

Essential Skills

• 35+ years of experience in customer service or order management, ideally within a manufacturing environment (approximately 3 years if holding a college degree, 5 years without a degree).
• Experience working in a manufacturing setting; industry segment is flexible.
• Proficiency with Microsoft Office applications.
• Experience processing purchase orders and entering orders accurately.
• Strong customer service skills, including the ability to manage a high volume of calls and inquiries.
• Excellent verbal and written communication skills.
• Strong data entry skills with high attention to detail and accuracy.
• Demonstrated ability to provide professional, courteous, and consistent customer support.
• Solid email and phone etiquette in a professional setting.
• Proactive mindset with the ability to learn quickly and ask questions when clarification is needed.

Additional Skills & Qualifications

• Bachelor's degree (BA) preferred but not required; a degree supports larger advancement opportunities within the organization, though there is still room for growth without one.
• Any experience in the medical device industry is a plus, particularly related to ophthalmology or similar healthcare products.
• Familiarity with Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems is beneficial.
• Experience supporting customers in a niche or technical product environment is advantageous.
• Demonstrated ability to build long-term customer relationships and focus on customer satisfaction.
• Professional yet personable demeanor, with a desire to build a long-term career and grow within the organization.
• Ability to work effectively in a collaborative team environment while also taking ownership of individual responsibilities.

Work Environment

This role is based 100% onsite at a medical device manufacturing facility that specializes in products and tools for eye care and ophthalmic procedures, particularly for treating dry eye and supporting eye procedures. The company operates two facilities within close proximity: a corporate headquarters and a manufacturing site. You will primarily work in an office located at the manufacturing site, with occasional walks on the production floor and periodic visits to the nearby headquarters as needed. The environment uses CRM, ERP, and Microsoft Office tools to manage customer data, orders, and internal communication. The team is small, collaborative, and supportive, with two existing customer service representatives and a shared phone system and inbox that covers multiple product lines rather than a single dedicated line. Work hours are fully onsite with flexibility to start between 7:00 a.m. and 9:00 a.m., with the expectation of maintaining a consistent schedule once established. The culture emphasizes professionalism, a personable approach, and a strong focus on customer satisfaction rather than strict metrics such as talk time or order volume. Team members enjoy a fun, engaging atmosphere while knowing when to focus and work diligently. The organization values individuals who are proactive, serious about their role, eager to learn, and interested in building a long-term career in a growing, niche medical device environment.

Job Type & Location

This is a Contract to Hire position based out of Glendora, CA.

Pay and Benefits

The pay range for this position is $24.00 - $28.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Glendora, CA.

Application Deadline

This position is anticipated to close on Jul 2, 2026.