Sr Customer Service Representative

Title: Sr Customer Service Representative
This position is based in our Campbell, California offices. This position is hybrid, full-time.
Why Imperative Care?
Do you want to make a real impact on patients?
As part of our team at Imperative Care, you can help elevate care for patients suffering from stroke and other devastating vascular diseases. Every day, the technologies that we develop at Imperative Care directly impact people at the most vulnerable moments of their lives. Our focus is on the needs of the patient, and they come first in everything we do.
What You’ll Do
As a highly skilled specialist, this position provides front-line support to customers and field sales to effectively enter and follow through on product orders, ensuring a highest level of customer satisfaction.  A Senior Customer Service Representative serves as liaison with cross-functional internal departments to perform customer service activities and complete tasks, including complex situations, in a creative and effective manner. As a key contributor to the success of the Customer Service team, this role uses considerable judgement and high degree of initiative to fulfill customer needs and resolve issues, performing as a strong team player with the ability to work independently and responsibly.

• Enter and process orders received via phone, fax, or email accurately and timely.
• Follow company policies and procedures for order processing and identify opportunities for improvement, and recommending solutions aimed at increasing customer satisfaction.
• Identify discrepancies in customer data related to order time, pricing, terms, exceptions, special shipping requirements from order entry to shipment and invoicing and resolve any issues.
• Advise customers on product availability and inventory status.
• Assist the sales team with account inquiries and use knowledge to recommend solutions for problems involving carrier concerns, product availability, pricing, and billing.
• May serve as lead in projects like allocation report, stock reconciliation, and inventory management.
• Proactively resolve customer issues, including complex ones, with professionalism and a genuine desire to promote customer advocacy and exceed customer expectations, before escalating to a manager.
• Process product returns using QAD according to regulatory and documentation requirements.
• Work with operations and shipping teams to ensure orders are shipped timely and accurately.
• Respond to customer complaints or concerns involving product quality with a sense of urgency, notifying all relevant parties and escalate complex situations when appropriate.
• Enter customer account information for efficient billing and maintain related paperwork.
• Participate in new hire training and serve as mentor for Customer Service Representatives.
• Handle work challenges resourcefully prior to escalating to Customer Service Management.
• Review, edit and improve training materials and department procedures/processes.
• Handle customer and company matters with appropriate level of confidentiality
• Foster and contribute to a positive and collaborative organizational culture.

What You’ll Bring – minimum requirements for this role:

• A minimum of 8 years of related experience in a customer service or support role; or an equivalent combination of education/training and experience.
• Associates degree and previous medical device industry experience strongly preferred.
• Experience working with QAD or other similar ERP systems required.
• Highly skilled in the use of Microsoft office suite, especially Excel, Word & PowerPoint
• Excellent interpersonal and communications (both written and verbal) skills required.
• Demonstrated ability to provide a great customer experience verbally and in writing.
• Experience working with Salesforce platform a plus.
• Strong ability to handle multiple priorities and manage time effectively.
• Self-motivated, organized, strong attention to detail, and ability to meet deadlines required.
• Ability to work cross-functionally with a customer-driven focus and sense of urgency.
• Ability to work independently and to prioritize activities and workload with minimal supervision.

Employee Benefits include a stake in our collective success with stock options, competitive salaries, a 401k plan, health benefits, generous PTO, and a parental leave program.
Join Us! Imperative Care
Salary Range: $87,000 – 92,000 annually
Please note that the salary information is a general guideline only. Imperative Care considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal equity, as well as location, market and business considerations when extending an offer.  As part of our total rewards package, Imperative Care offers comprehensive benefits including a 401k plan, health benefits, generous PTO, a parental leave program and emotional health resources.