Job Description

Position Summary : The Customer Service Representative is responsible for providing best in class customer service for a portfolio of assigned customers for our Healthcare & Specialty Division. We’re seeking a Customer Service Representative who thrives in a dynamic, fast-paced environment and takes pride in delivering

In this role, you'll act as a key liaison between customers and our sales, production, and shipping teams, ensuring orders are accurate, timely, and aligned with customer expectations. If you're a proactive problem-solver who enjoys building relationships, maintaining strong attention to detail, and driving continuous improvements in customer satisfaction, we’d love to have you on our team.

Essential Accountabilities:

• Champion the customer experience by proactively managing orders from placement to delivery, using a customer-centric approach
• Collaborate cross-functionally with internal teams (sales, production, shipping, etc) to ensure seamless communication and order fulfillment
• Leverage modern digital tools (email, Microsoft Excel, CRM systems, and order processing platforms) to receive, process, and track customer orders efficiently
• Create and maintain accurate customer records, including open order reports, order revisions, artwork approvals, and shipping requests
• Work in partnership with sales and operations teams to understand customer provided forecasts and how to better provide attention to meet these demands
• Escalate internal systematic/process concerns until final solution/resolution is provided to customer
• Identify and upsell opportunities by recommending new or complementary products to meet customer needs
• Maintain compliance with all company policies while ensuring exceptional attention to detail in every interaction

KEY CHARACTERISTICS & ABILITIES:

• Exceptional interpersonal and communication skills including strong verbal, written, and public relations skills
• Passionate about exceeding customer expectations
• Values teamwork and supports a team environment
• Desire to continually learn and improve skill set
• Skilled in deescalating situations both over the phone and in writing (email)
• Ability to maintain professional and helpful attitude in high-tension or stressful situations
• Assertiveness in pursuing resolution to issues
• Ability to build trust by providing information to in a way that is candid, informed, encompassing, and not manipulative: receive information from others in a way that demonstrates openness and thoughtful consideration of their ideas
• Must have high attention to detail and accurate data entry
• Must be able to manage multiple work items at one time with a high sense of urgency
• Must have strong problem solving and organization skills
• Shares learning with peers

Minimum Qualifications :

3+ years of experience as a Customer Service Representative.

Associate degree or bachelor’s degree preferred.

Required Skills:

• Tech-savvy: Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and CRM/order management tools
• Relationship-builder: Exceptional interpersonal and communication skills, with a focus on maintaining positive, professional relationships
• Detail-oriented and organized: Ability to prioritize tasks, manage time effectively, and maintain a high degree of accuracy
• Bilingual in Spanish is a plus but not required
• Ability to think critically, adapt to changing priorities, and resolve issues effectively

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