Customer Service Representative

Customer Service Representative

Spectrum Vascular is an innovative medical device company focused on vascular access and medication management. Our mission is to improve the lives of patients worldwide by providing caregivers with high quality, innovative products with exceptional customer service. We are a company that was formed through the acquisition of a portfolio of trusted products that have been widely used by customers for decades. Innovation has been a core strategic pillar throughout our history and many of our products have been designed to deliver antimicrobial and antithrombogenic protection or to support certain patient populations such as those who are critically ill and pediatrics. This role represents a unique opportunity to join a dynamic and growing team with established products and an entrepreneurial mindset.

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; setting up and updating customer accounts; collecting product complaint information; and processing product return requests. Reporting directly to the Director 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 include:

• 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.
• Address customer complaints or concerns, ensuring proper investigation and resolution.
• Process product returns.
• Thoroughly document product complaints and ensure prompt reporting to Quality.
• Offer innovative ideas to improve customer experience and streamline internal processes.
• Service our EDI customers by facilitating relevant customer information as requested and needed.
• Support hospitals and sales representatives with new customer account setups and existing account updates.
• Apply comprehensive understanding of products, services, and organizational policies to daily work.

Role competencies include:

• 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
• Proactive in identifying opportunities to improve service and processes
• Ability to work independently and thrive in a fast-paced environment
• Strong documentation and problem-solving skills
• Demonstrates strong sense of urgency and dedication to delivering exceptional customer experience Ability to stay calm and perform effectively under pressure

Role qualifications include:

• At least 2 years of experience in customer service, sales support and order processing (medical device industry experience preferred)
• Bachelors level degree preferredEDI 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.