Customer Support Representative
General Job Summary
- Serve as the primary point of contact for U.S. customer support inquiries (phone, email, web).
- Manage warranty claims, loaners, returns, credit/rebill processes, and service documentation.
- Process customer purchase orders accurately and efficiently, including distributor accounts.
- Input freight details and tracking information same-day to ensure customer transparency.
- Act as liaison between Sales, Clinical, Quality, Warehouse, Finance, and Operations.
- Escalate complaints through formal customer complaint processes and ensure follow-through.
- Monitor open requests and proactively reduce delays impacting customers.
- Maintain KPI targets related to accuracy, response time, and output.
- Support Sales Team operations, including customer visits when needed.
- Uphold company policies, ISO standards, health & safety, and core values.
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