Customer Service Representative

Corin is searching for a Customer Service Representative to work on our US Customer Services team working directly with sales agents and customers to process orders, update requests, handle issues and other tasks as necessary.   

The Customer Services Representative is responsible for effective customer service for all customers, both internal and external while operating within the established department policies and procedures.  This is a fast-paced and time-sensitive work environment. Previous office-based customer service experience is required.

The key responsibilities of the Customer Service Representative are to: 

• Provide quality customer service and support to sales agents and customers  

• Enter and audit orders in a timely and ‘right the first time’ manner
• Process purchase orders, and expired inventory requests, create invoices and credit notes in alignment with standard work 
• Release orders for distribution promptly
• Provide Return Authorization Numbers to Agents for product complaints and expired product returns
• Assist with the management of the Customer Service Inbox 
• Collaborate and assist Customer Service Manager, and internal stakeholders to help support agents and customers
• Support with training and onboarding of new CSRs and other department personnel
• Contribute to the work environment that fosters team pride and promotes personal growth
• Maintain and project a positive attitude and professionalism when assisting internal and external customers regarding all product and business issues
• Manage the administration of customer requirements, using the ERP software system
• Manage, update and maintain master customer information with accuracy
• Create, update, and improve (as needed) Customer Services Standard Operating Procedures
• Facilitate set up process of new accounts                                                                                                                              
• Take incoming calls
• Use the various portals to retrieve and/or acknowledge payments
• Partner with finance on corrective actions needed using root cause analysis  
• Liaise with agents/hospitals and co-ordinate price resolution
• Product research to assist with agent inventory requests
• Maintain electronic filing for assigned accounts
• Other duties as assigned for required to support the sales agents and customers  

The ideal Customer Service Representative will be/have: 

• 2-5 years of Customer Service experience
• Previous ERP experience is preferred
• Experience in a Medical Device/Biotech firm would be a plus
• Excellent written and verbal communication skills
• The ability to remain calm under pressure with deadlines and various client demands
• The ability to prioritize and organize work, as well as being flexible about constantly shifting priorities
• Worked with a variety of different personalities with many pressing deadlines
• Flexible, positive and have a proactive attitude to change. 
• A strong and resilient professional approach
• Microsoft Office expertise in Word, PowerPoint and proficient with Excel, Outlook and Teams 
• Strong written and verbal communication skills including strong listening skill
• Highly customer-focused 

The base pay range for this position is $25-28 per hour. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.