Customer Experience Agent

About the Role:
Join a fast-growing organization with a rapidly expanding Customer Service Department. We’re looking for a detail-oriented, proactive Customer Experience Agent to support daily customer service and operations functions. If you're organized, enthusiastic, and thrive in a fast-paced environment, we want to hear from you.

Key Responsibilities:

Customer Support & Account Management

• Act as the primary point of contact for customers, sales reps, distributors, and hospitals.
• Build strong relationships by understanding customer needs and providing timely, effective support.
• Respond to inquiries, resolve concerns, and ensure overall satisfaction.
• Ensure timely delivery of solutions that align with network goals and expectations.
• Communicate clearly with Regional Managers and cross-functional teams to ensure transparency and alignment.

Order Management & Operations

• Input and manage customer orders from start to finish using Microsoft Dynamics NAV (NAVISION).
• Enter new distributor and hospital accounts, shipping details, and purchase orders.
• Process and close orders, manage invoicing, and support shipment coordination.
• Maintain accurate records and assist with inventory control.
• Monitor product availability and delivery timelines, ensuring smooth flow across the supply chain.

Sales & Marketing Support

• Provide product pricing and availability information to distributors.
• Process requests for sample/demo products and marketing materials.
• Assist with inventory tracking and discrepancy resolution.
• Monitor expiring, excess, or obsolete inventory and coordinate timely communication.

Administrative & Process Improvement

• Maintain a high level of organization for order statuses and documentation.
• Support periodic reconciliation of field inventory.
• Contribute to continuous improvement initiatives across customer service and operational workflows.
• Ensure all procedures align with internal policies, SOPs, and quality system requirements.

Qualifications:

• Bachelor’s Degree preferred.
• 3+ years of experience in Customer Service required; experience in medical device or healthcare industry a plus.
• Strong skills in Microsoft Excel and Outlook.
• Experience with Microsoft Dynamics NAV (NAVISION) highly preferred.
• Excellent organizational and communication skills.
• Comfortable in a hybrid work setting with the ability to work both independently and collaboratively.
• Flexible, detail-oriented, and able to manage multiple competing priorities.
• Positive attitude, strong work ethic, and a desire to grow within the company.