Note: The job is a remote job and is open to candidates in USA. North Coast Medical is a family-owned, global leader in the therapy and rehabilitation market. The Customer Service Representative is responsible for delivering a high-quality customer experience by managing order entry, resolving customer inquiries, and ensuring accurate processing of customer transactions.

Responsibilities

• Serve as the primary point of contact for inbound customer communications via phone and chat
• Professionally handle customer inquiries related to orders, billing, returns, and product information
• Maintain established service level standards, including call availability and response times
• Manage multiple customer interactions simultaneously while maintaining accuracy and service quality
• Accurately enter and process customer orders within the company’s ERP system (Eskers)
• Ensure timely and compliant setup of new customer accounts in accordance with company policies
• Process return authorizations, credits, and order adjustments with a high level of accuracy
• Maintain or exceed established productivity and order processing benchmarks
• Investigate and resolve customer concerns including shipment discrepancies, billing issues, and product complaints
• Apply sound judgment to resolve issues independently within established guidelines
• Escalate complex or unresolved issues appropriately to ensure timely resolution
• Deliver a consistent, professional, and solution-oriented customer experience
• Identify trends in customer inquiries or issues and recommend process improvements
• Support initiatives aimed at enhancing service delivery, efficiency, and customer satisfaction
• Collaborate effectively with cross-functional teams including Sales, Operations, and Finance
• Maintain professionalism, reliability, and adherence to attendance and performance expectations
• Actively participate in product training, team meetings, and ongoing development opportunities
• Perform additional duties as assigned to support business needs

Skills

• Minimum of 2+ years of customer service experience (preferably in a high-volume or order-processing environment)
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Strong communication, problem-solving, and multitasking skills
• Ability to work independently in a remote environment with strong time management and accountability
• Flexibility to work overtime as needed
• Associate's or Bachelor's degree preferred
• Experience with ERP systems (Eskers or similar) strongly preferred

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• PTO
• 401k Match
• Employee Assistance Program
• The opportunity to work from home

Company Overview