Customer Service Representative I/II

About the Role:

As a Customer Service Representative, you will be responsible for receiving, processing and recording customer orders. The Customer Service Representative also handles customer inquiries and resolves issues. The individual will work closely with various teams to ensure prompt and effective resolution of customer issues and provide excellent support to enhance the overall customer experience.

Responsibilities

• Provide outstanding customer support by processing and responding to customer and sales team needs. 
• Process orders & inquiries received via phone, fax, email and eCommerce platform. 
• Maintain customer account information, ensuring maintenance of all related paperwork. 
• Assist with customer on-boarding including navigating the website, placing orders, and resolving issues related to ordering. 
• Gather customer feedback and share insights with the team to improve processes and enhance the overall customer experience. 
• Handle customer complaints and inquiries in a timely manner. 
• Collaborate with customers and QA to provide information requested by QA to facilitate investigation and closure of product complaints. 
• Advise customer on product availability and inventory status; assist with ordering problems involving delivery, pricing and billing. 
• Promote our products through effective support and ongoing relationships with all customers, internal and external. 
• Stay current with training on all company products and services. 

Experience/Education:

• High School Diploma or equivalent 
• Minimum of two (2) years’ experience in customer service, preferably in a similar industry. 
• Preferred experience with a small company and/or start-up environment in the medical device, biologics, or pharma/biotech industry.  

Skills, Knowledge and/or Abilities:

• Strong customer service focus and customer relations skills. 
• Must be able to work in a collaborative team environment as well as independently 
• Proficient in MS Office (Outlook, Word, Excel, PowerPoint, Teams) 
• Flexibility and strong organizational skills with the ability to prioritize multiple tasks and meet daily order deadlines 
• Must have excellent communication and interpersonal relationship skills. 
• Available to work Monday – Friday 
• Must be local and able to work on-site in Irvine, CA. 

For California, the base pay range for this position is $25.00 to $27.00 / hour. The pay for the successful candidate will depend on various factors (e.g., qualifications, skills, education, prior experience). 

Induce Biologics participates in E-Verify, a program that allows employers to confirm the employment eligibility of all newly hired employees through the U.S. Department of Homeland Security (DHS) and the Social Security Administration (SSA).