Customer Service Representative - Medical Device

Job Title

Make a direct impact on customer experience by serving as a key point of contact

About Our Client

Our client is a well-established organisation operating within a technical and customer-focused industry. The company is recognised for its commitment to quality, operational excellence, and delivering outstanding service to customers and distribution partners.

Job Description

Key Responsibilities

• Process customer purchase orders received through phone, email, and online portals using CRM and ERP systems.
• Manage the end-to-end sales order process from order receipt through shipment, delivery, and installation coordination.
• Respond to customer and distributor enquiries regarding order status, products, pricing, shipping, account information, and services.
• Investigate and resolve order discrepancies, shipment issues, returns, credits, replacements, and billing concerns.
• Coordinate with Sales, Operations, Production, Shipping, Materials, Finance, Service, and Commercial teams to ensure timely order fulfilment.
• Maintain accurate customer, account, quote, opportunity, and order information within business systems.
• Validate pricing, payment terms, product selections, accessories, and shipping requirements.
• Prepare pro forma invoices and support payment follow-up activities in partnership with Finance.
• Manage standing orders and assist with quote renewals and customer account activities.
• Provide first-level product and service support using available training and internal resources.
• Support sales administration activities, customer opportunities, and lead management processes.
• Track return authorisations, replacements, credits, and customer service requests to completion.
• Communicate customer updates, escalations, and order status information to relevant stakeholders.
• Identify process improvement opportunities to enhance efficiency, accuracy, and customer satisfaction.
• Participate in team meetings, training programmes, and continuous improvement initiatives.
• Ensure compliance with company policies, quality procedures, and documentation requirements.
• Perform additional customer service, operational, and administrative duties as required.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

The ideal candidate will possess:

• High school diploma or equivalent required; Associate degree or relevant business coursework preferred.
• Minimum 3 years of experience in customer service, order processing, sales support, commercial operations, or administrative support.
• Experience managing sales orders, shipping logistics, customer enquiries, and issue resolution.
• Experience using CRM, ERP, or order management systems; Salesforce experience preferred and NetSuite knowledge advantageous.
• Strong proficiency with Microsoft Outlook, Word, and Excel.
• Excellent organisational skills with the ability to manage competing priorities and meet deadlines.
• Strong verbal and written communication skills with a professional customer-focused approach.
• Exceptional attention to detail and commitment to data accuracy.
• Ability to build effective relationships across multiple departments and stakeholder groups.
• Demonstrated ownership, accountability, and proactive follow-up on customer requests and issues.
• Experience within manufacturing, healthcare, life sciences, laboratory, technical products, supply chain, or regulated environments is highly desirable.
• Knowledge of global shipping terms, payment terms, and distributor relationships is advantageous.
• Ability to thrive in a deadline-driven, fast-paced environment.

What's on Offer

Opportunity to join a respected and growing organisation. Collaborative and team-oriented work environment. Exposure to multiple business functions and cross-functional projects. Professional development and ongoing training opportunities. Long-term career growth potential within customer service, sales support, operations, or commercial functions. Competitive compensation package and benefits. Specific salary and benefit details are available upon request.

Job Summary

Sector: Sales

Sub Sector: Inside Sales

Industry: Industrial / Manufacturing

Where: Santa Ana

Contract Type: Permanent

Consultant name: Sean Kelly

Job Reference: JN-082026-7081734