Customer Service Representative

Job Summary:

The Customer Service Representative serves as the primary point of contact for customers by providing exceptional service throughout the order-to-delivery lifecycle. This role is responsible for processing customer orders, resolving inquiries, coordinating with cross-functional teams, and ensuring timely, accurate fulfillment while delivering a positive customer experience. The Customer Service Representative partners closely with Sales, Supply Chain, Logistics, Finance, Quality, and other internal stakeholders to resolve customer issues, support business objectives, and continuously improve customer satisfaction.

Duties & Responsibilities:

• Process and manage customer orders accurately through ERP and related business systems.
• Review orders for completeness, pricing, product availability, shipping requirements, and regulatory compliance.
• Serve as the primary point of contact for customer inquiries regarding orders, shipments, pricing, returns, and product availability.
• Proactively communicate order status, backorders, shipment updates, and potential delays.
• Investigate and resolve customer issues related to order discrepancies, shipping, invoicing, returns, and product concerns while ensuring timely follow-up.
• Partner with Sales, Distribution, Planning, Manufacturing, Finance, and other internal departments to resolve customer requests efficiently.
• Maintain accurate customer account information and documentation within company systems.
• Support return authorizations, credits, replacements, and other post-sale customer activities in accordance with company policies.
• Monitor customer orders and open issues to ensure timely resolution and a high level of customer satisfaction.
• Identify process improvement opportunities that enhance customer experience, operational efficiency, and order accuracy.
• Maintain compliance with company policies, quality requirements, and applicable regulatory standards.
• Support departmental initiatives, projects, and additional responsibilities as assigned.

Minimum Qualifications:

• 2+ years of customer service, order management, customer support, or inside sales support experience.
• Experience processing customer orders within an ERP system (Oracle, SAP, JD Edwards, Microsoft Dynamics, or similar).
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and customer relationship skills.
• Proficiency with Microsoft Office, including Outlook, Excel, and Word.
• Ability to work collaboratively across multiple functional teams.
• High attention to detail and commitment to accuracy.

Preferred Qualifications:

• Experience supporting customers within a medical device, healthcare, life sciences, manufacturing, or regulated industry.
• Experience with CRM platforms such as Salesforce.
• Knowledge of order-to-cash processes.
• Experience supporting domestic and international customers.
• Familiarity with FDA Quality System Regulation, ISO 13485, and other applicable quality management systems.

Education:

High school diploma or GED is required; Associate's or Bachelor's degree preferred.

Language requirements

• Ability to read, write, and communicate effectively in English.
• Ability to interpret technical documents, schematics, and written instructions.
• Ability to clearly document technical findings and communicate with cross-functional team members.

Compensation

The anticipated hourly range for this position is $25 - $30 Per Hour plus benefits. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, and experience and internal equity.

Masimo offers benefits such as Medical, Dental, Vision, Life/AD&D, Disability Insurance, 401(k), Vacation, Sick, Holiday, Paid Maternity Leave, Flexible Spending Accounts, voluntary Accident, Critical Illness, Hospital, Long-Term Care, Employee Assistance Program, Pet Insurance, on-site Wellness Clinic, Fitness Center, Café. All benefits are subject to eligibility requirements.

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing, and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.