Interact with customers such as physicians, hospitals, and purchasing departments to provide and process information in response to inquiries, concerns, and requests about products and services. Responsible for working under general supervision. Position may be based anywhere in the United States, with work schedule consistent with regular business hours in the Eastern or Central time zone. 

  • Ensure compliance with regulatory requirements and company policy related to patient confidentiality (HIPAA) and customer interaction.
  • Adhere to all FDA Medical Device and AdvaMed Sunshine Act compliance requirements.
  • Provide customer service by telephone and email to hospitals, physicians, purchasing department staff, patients and other related customers.
  • Process purchase orders, forms, and requests.
  • Verify customer information including Vertos physician certification, address/billing, and hospital credential as applicable. 
  • Provide exceptional and timely customer service and follow-up internally and externally to support all customer inquiries and interactions.
  • Handle and resolve customer complaints; provide appropriate solutions and alternatives and follow up to ensure resolution.
  • Direct requests and unresolved issues to the designated resource.
  • Manage and keep records of customer interactions and accounts.
  • Serve as a contact point to sales team to coordinate efforts and successfully respond to matters and requests with appropriate level of urgency.
  • Assist sales team with customer quotes; generate and distribute as needed.
  • Process patient and physician leads through CRM system.
  • Process all product return requests and report any customer complaints in accordance with company policies and procedures.
  • Maintain performance goals to meet and exceed customer and sales needs.
  • Support compliance with the company quality standards, FDA regulations and guidance, applicable EU Medical Device directives, applicable ISO standards, and other pertinent country specific medical regulatory requirements.
  • Perform special projects and other duties as assigned.


EDUCATION AND EXPERIENCE

Required

  • High school diploma or equivalent with a minimum of 2 years’ experience as a customer service representative.
  • Proficient with Microsoft Office products including Word, Outlook, and Excel.
  • Experience with ERP systems.

Bonus

  • Experience with CRM software, Salesforce.com.
  • Experience working in a small company and/or start up environment.
  • Experience with a medical device company or product.
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