Customer Service Representative

Job Title

Customer Service Representative

Department

Customer Service

Reports To

Customer Service Supervisor

FLSA Status

Non Exempt/Hourly

Supervise the work of others

No

Position Summary

Customer service representatives process orders, provide information about Applied Medical Technology’s products and services, and handle customer complaints.

Duties And Responsibilities

This list represents the most common or important duties of the position. Other duties may be required and/or assigned.

• Demonstrate a sincere desire to assist customers and put their needs first.
• Communicate effectively, based on a customer’s mindset.
• Research, navigate and independently locate answers from webpages and resources (e.g. DFU) in a variety of situations.
• Enter purchase orders and sales orders into Microsoft Dynamics, ensuring accurate order entry, shipping, and billing information.
• Manage time effectively to enter a large volume of orders and respond promptly to customer inquiries.
• Double‑check own work and the work of others to limit errors.
• Set up new customers in ERP system, verify tax status, and coordinate credit applications and tax exemption forms with accounting.
• Provide information to customers in response to inquiries about products and services via email and phone.
• Manage incoming calls from buyers and direct customers appropriately and promptly.
• Verify order status for fulfillment of customers’ sales orders.
• Handle complaints or returns received directly from customers or through other internal departments.
• After training, troubleshoot customer product issues over the phone.
• Ensure timely responses and follow‑up to inquiries or complaints.
• Work well in a team environment and coordinate workload with teammates.
• Other duties as assigned.

Requirements

Job requires proficient communication, organization, and computer skills, emphasizing excellent external and internal customer communication skills.

• Effective communication in a positive and comprehensive manner.
• Strong phone contact handling skills and active listening.
• Ability to multi‑task, prioritize, organize, and manage time effectively.
• Strong interpersonal skills and ability to work independently or in a team.
• Detail‑oriented, quality conscious, and self‑starter with organizational skills.
• Computer literacy: ability to function in a multi‑system Microsoft environment – using Word, Outlook, intranet, and the internet.
• Customer‑focused behavior, exhibits listening, patience, respect, and empathy.
• Microsoft Dynamics experience is a plus, but not required.

Supervisory Responsibilities

None

Minimum Qualifications

• High school diploma required.
• Customer service experience.
• Computer experience.

Language Skills

Ability to read, analyze, and interpret medical device questions/documentations and process all requests accordingly. Ability to write business correspondence with clients and vendors. Ability to present information and respond to questions from managers, clients, customers, and the general public.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret instructions in written, oral, diagram, or schedule form. Define problems, collect data, establish facts, and draw valid conclusions.

Essential Job Functions

Critical features of this job are described above; they may be subject to change at any time due to reasonable accommodation or other reasons.

Mental

Communicate with others, analyze complex situations, interpret numbers, understand written materials, meet company standards, comply with policies, respond to feedback, maintain positive relationships, troubleshoot, and solve problems.

Physical

Must be able to sit for hours operating a phone and/or computer. Moderate noise level and limited exposure to physical risk.

Knowledge, Skills, and Abilities Required

Knowledge of modern business communication, office procedures and methods. Proficiency with a personal computer and software packages such as Microsoft Office Suite. Ability to set priorities, work independently with minimal supervision, and facilitate teamwork.

Equipment Used

Standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Special/Additional Requirements

Persons in this position may be required to pass a drug, alcohol, credit, and/or criminal background check.