Customer Service Representative

Job Description

Job Description

Spectrum Vascular is a leading innovator in vascular access solutions, committed to delivering excellence and advancing patient care. As a key member of our team, the Customer Service Representative will be primarily responsible for supporting our hospital and clinical customers, including our Direct and Distributor partners, ensuring accurate and timely order processing, and helping resolve inquiries with care and professionalism. Additional responsibilities include monitoring the company's Electronic Data Information (EDI) automatic order fulfillment system; including receiving, verifying and processing electronically submitted data. Reporting directly to the Manager of Customer Service, this role is crucial in ensuring our customers receive concierge-level service and fostering positive relationships that reflect Spectrum Vascular's commitment to quality and service.

Role Responsibilities:

· Manage complex customer situations, responding promptly and effectively to address inquiries and resolve issues.

· Receive and process orders for vascular access products and services via email, phone, and electronic systems.

· Responsible for day-to-day monitoring, corrections and releasing of all purchase orders submitted via EDI and GFAX (fax orders converted to electronic transmission) in a timely manner to meet customer expectations.

· Enter and update orders and account information with accuracy and urgency.

· Maintain proper documentation on all orders containing processing exceptions and requiring approval.

· Maintain proper documentation of customer phone interactions.

· Collaborate closely with internal teams (sales, logistics, finance, regulatory affairs, quality assurance and marketing) to ensure seamless service and support.

· Inform field representatives of customer issues and inquiries.

· Provide timely responses to all inquiries from internal and external stakeholders.

· Process product returns.

· Service our EDI customers by facilitating relevant customer information as requested and needed.

· Support hospitals and sales representatives with account setups and updates.

· Apply comprehensive understanding of products, services, and organizational policies to daily work.

Role Competencies:

· Excellent interpersonal and communication skills, both oral and written

· Sharp attention to detail and ability to multitask

· Exceptional organizational skills

· Customer-focused and collaborative team player

· Self-motivated and adaptable to changing priorities

· Performs effectively under pressure

· Proactive in identifying opportunities to improve service and processes

· Ability to work independently and thrive in a fast-paced environment

Role Requirements

· At least 2 years of experience in customer service, sales support and order processing (medical device industry experience preferred)

· EDI experience within the GHX platform is a plus

· Proficient in Microsoft Office

· ERP system experience

Spectrum Vascular is an Equal Opportunity Employer and committed to creating a diverse and inclusive company culture. Spectrum Vascular does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion,
national origin, age, veteran status, or any other protected status under the law.