Customer Service Representative

Job Summary

The Customer Service Representative is responsible for serving Masimo customers by providing product and support information, resolving issues, checking status and providing price and status information. 

Duties & Responsibilities

• Enter and confirm sales orders placed by phone, fax, or e-mail; 
• Resolve any discrepancies for EDI/EFAX orders;
• Resolves product problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution and expediting correction or adjustment, following up to ensure resolution;
• Provides status of orders and resolve any shipping discrepancies;
• Creates and maintains customer records by recording/updating account information;
• Analyzes weekly reports to edit/adjust customer pricing and financial records;
• Recommends potential enhancements to systems or customer accounts by collecting customer information and analyzing customer needs;
• Support sales force and internal team members for samples and supplies;
• Contributes to team effort by accomplishing related results as needed and directed by management;
• Performs other duties or special projects as assigned;

Minimum Qualifications

• Two or more years of customer service experience in an instrument company (preferable medical devices);
• Prior experience with manufacturing and distribution;
• Must have had experience with an ERP system entering orders;
• Must have experience handling multiple calls using an ACD system;
• Knowledge of the latest ISO-13485, ISO-9001, the MDD, and Canadian Medical Device Regulations (CMDR);
• Must be proficient in Outlook, Word, Excel, PowerPoint, and Access;
• Must possess excellent organizational, communication, and writing skills;

Education

High School diploma or GED is required.

Compensation

The anticipated hourly range for this position is $25 - $30 Per Hour plus benefits. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, and experience and internal equity. 

• Masimo offers benefits such as Medical, Dental, Vision, Life/AD&D, Disability Insurance, 401(k), Vacation, Sick, Holiday, Paid Maternity Leave, Flexible Spending Accounts, voluntary Accident, Critical Illness, Hospital, Long-Term Care, Employee Assistance Program, Pet Insurance, on-site Wellness Clinic, Fitness Center, Café. All benefits are subject to eligibility requirements.
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Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking.  Daily use of a computer and other computing and digital devices is required.  May stand for extended periods when facilitating meetings or walking in the facilities.  Some local travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver’s license is required. 

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods.  Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.