Customer Service Specialist

Job Purpose/Summary

The Customer Service Specialist plays a key role in representing the company to both existing and prospective customers. This hybrid position combines responsibilities from both customer service and inside sales, ensuring seamless coordination between order processing, customer support, and commercial initiatives/support. In this role, the Specialist will handle complex service interactionsincluding order fulfillment, shipment coordination, and issue resolutionwhile also developing new business leads, maintaining customer relationships, and supporting sales efforts. This individual is expected to deliver a high level of professionalism, diplomacy, and responsiveness in every customer interaction.

Duties/Responsibilities

• Process customer orders, including changes and updates; send order confirmations and maintain accurate account records throughout internal systems.
• Coordinate with third-party logistics (3PL) vendors to ensure timely shipment of products.
• Schedule and coordinate lamp installations and de-installations with external vendors.
• Respond to customer inquiries, resolve issues and complaints with professionalism and tact.
• Manage customer communications through phone, email, and internal systems.
• Investigate and resolve order discrepancies and shipping issues.
• Maintain and update customer databases and files, ensuring accuracy and confidentiality.
• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails.
• Reach out to healthcare offices using remote engagement tactics to gain access and build relationships.
• Comply with all FDA regulations and company policies.
• Deliver excellent customer service and issue resolution throughout the sales process.
• Handle confidential information with discretion and integrity.
• Manage multiple priorities and meet tight deadlines in a fast-paced environment, especially near quarter ends.

Qualifications and Experience Required:

• High School Diploma or GED required; Associates or Bachelors Degree preferred.
• 35 years of experience in customer service or inside sales with customer service component.
• Experience in pharmaceutical, medical device, or healthcare industry preferred.
• B2B sales experience and knowledge of reimbursement policies is a plus.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Excellent verbal, written, and listening communication skills.
• Strong organizational, time management, and problem-solving skills.

Key Attributes:

• Self-motivated, energetic, and enthusiastic.
• Meticulous attention to detail and strict adherence to confidentiality.
• Demonstrates professionalism in communication, demeanor, and appearance.
• Ability to work independently in a high-pressure, fast-paced environment.
• Quick learner with the ability to adapt to new systems and tools.
• Willingness to assist with a variety of tasks beyond core responsibilities.

Direct Reports

• None