Customer Service Representative

Customer Service Representative

W2 Contract

Pay Rate: $38 - $43 per hour

Location: Los Gatos, CA - Onsite Role

Job Summary:

The Customer Service Representative supports the daily operations of the Customer Service department, including order fulfillment, light report generation, customer intake, RMA processing, and interaction with field sales and customers. The ideal candidate brings excellent written and verbal communication skills, strong problem-solving abilities, a positive demeanor, and a flexible mindset to thrive in a fast-growing, dynamic company.

Duties and Responsibilities:

• Complete all paperwork and data entry accurately to ensure efficient order delivery and resolve any inaccuracies.
• Use the Expandable system to generate sales orders for outbound shipments, input Delivery Forms and Purchase Orders for billing, and adjust tray inventory
• Initiate RMA sales orders in Expandable and complete all associated paperwork and log updates.
• Support shipment of NFHU trays and equipment by providing Shipping with the appropriate paperwork
• Keep physical and digital case calendars up to date.
• Maintain timely updates to NFHU and surgical tray/equipment trackers.
• Provide prompt support to customers, distributors, and the sales team using customer service best practices.
• Ensure customer satisfaction through clear communication, problem-solving, professional phone etiquette, efficient processes, anticipating needs, and follow-up.
• Help manage incoming and outgoing department communication (emails, phone calls, etc.) to ensure timely, complete responses.
• Resolve issues and product complaints in line with internal processes.
• Assist with preparing sales reports and updating spreadsheets.
• Maintain accurate, up-to-date office and customer files
• Work cross-functionally to coordinate activities and find solutions quickly.
• Escalate urgent or non-standard concerns to the Customer Service Manager.
• Understand and follow job-specific procedures outlined in the Quality System Training Matrix.
• Contribute to the company's strategic and operational objectives.
• Perform other duties as assigned.

Requirements and Qualifications:

• Bachelor's degree preferred
• 2-5 years of customer service experience in the life sciences industry
• Medical device industry experience preferred

Desired Skills and Experience

Customer service, 2-5 years of life sciences customer service experience, medical device industry experience, order fulfillment, customer intake, Expandable ERP, sales order processing, purchase order entry, billing documentation, RMA processing, shipping coordination, surgical tray and equipment tracking, inventory adjustments, case calendar management, accurate data entry, documentation and records management, sales reporting, spreadsheet maintenance, customer and distributor support, field sales support, email and phone communication, professional phone etiquette, written and verbal communication, customer satisfaction, complaint resolution, problem-solving, proactive follow-up, issue escalation, cross-functional collaboration, quality system procedures, attention to detail, organization, adaptability

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.

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