Sr. Customer Service Representative

• Provide outstanding customer service to external and internal customers with pre- and post-sales support.
• Accurately process customer purchase orders, delivered orders (bill only), sales replenishment orders (trunk stock), and returned goods requests in the company's ERP system.
• Verify pricing, terms, and conditions of purchase orders and contracts to ensure proper entry transactions and updates to customer material master data.
• Collaborate directly with the sales rep to confirm order details and respond to inquiries accurately, promptly, and professionally.
• Set up new customer accounts and maintain accurate records, including contacts, addresses, pricing, and terms in the ERP system.
• Proactively follow up with customers and/or sales reps on open issues to ensure satisfaction.
• Notify Quality promptly of product complaints and work with them to ensure timely product returns from the sales force.
• Partner with logistics to ensure product delivery is timely and accurate.
• Build strong team relationships and collaborate with Operations, Logistics, Finance, Sales, Quality/Regulatory, Marketing, and other departments.
• Monitor field inventory (trunk stock), send reminders for expiring products, and conduct quarterly inventory audits and reconciliation.
• Research equipment (Console), confirm correct inventory location (Bin), and handle replacements, exchanges, or returns upon request.
• Support field sales with quotes, documentation requests, customer information, and special inquiries.
• Partner with assigned sales regions on delivered order follow-up, field inventory movements, shipments, audits, reconciliation, and expiration tracking.
• Ensure compliance with policies and procedures as they relate to Aerin organization.
• Adhere to departmental and company policies, knowing when flexibility or support is needed.

Requirements and

Qualifications:

• High school diploma/GED or equivalent, customer service/success experience required.
• 4+ years of customer service experience in medical devices or medical manufacturing.
• Proven ability to work cross-functionally with a customer-driven focus and sense of urgency.
• PO experience, detail-oriented
• Strong interpersonal and communication skills (listening, written, verbal).
• Ability to manage multiple priorities and perform effectively under pressure.
• close attention to detail with strong problem-solving, documentation, and follow-up skills.
• Quality-focused with adherence to regulatory guidelines.
• Reliable, steady, and able to work independently or as part of a team.
• Experience with Net Suite and Salesforce preferred.
• Proficiency in PowerPoint, Excel, and Word.

Desired Skills and Experience

Customer Service, Pre- and Post-Sales Support, Order Processing, Purchase Orders (PO), Bill Only Orders, Sales Replenishment Orders (Trunk Stock), Returned Goods Processing, ERP Systems, Pricing and Contract Verification, Customer Master Data Management, Sales Collaboration, Account Setup and Maintenance, Issue Resolution and Follow-Up, Product Complaint Handling, Quality Coordination, Logistics Coordination, Cross-Functional Collaboration, Operations Support, Finance Coordination, Regulatory and Quality Compliance, Field Inventory Management, Inventory Audits and Reconciliation, Expiration Tracking, Equipment Research and Inventory Location Management (Console/Bin), Replacements and Exchanges Processing, Sales Support, Quotes and Documentation Support, Customer Data Management, Policy and Procedure Adherence, Medical Device Industry Experience, Medical Manufacturing Experience, Customer-Focused Service, Detail Orientation, Problem Solving, Documentation Skills, Multi-Tasking and Prioritization, Communication Skills (Written and Verbal), Independent and Team Work, Net Suite, Salesforce, Microsoft Excel, Microsoft Word, Microsoft Power Point

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.

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