Customer Service Representative (Remote)
About North Coast Medical
North Coast Medical (NCM) is a family-owned, global leader in the therapy and rehabilitation market. We are committed to innovation, integrity, and delivering high-quality solutions that support healthcare professionals and the patients they serve. Our team of diverse people, unwavering committed to excellence in product development, procurement, delivery and customer service. We value the talents and abilities our employees bring to this company and we believe they are an integral part of what makes us competitive and successful. We don't just accept difference - we celebrate it, we support it and we thrive on it for the benefits of our employees, our products and our community. We are proud to be an equal opportunity workplace.
NCM offers:
-Competitive salaries
-Excellent benefits (e.g. Medical, Dental, Vision, Life Insurance, PTO, 401k Match, Employee Assistance Program)
-And the opportunity to work from home
Read more details below on the position we are looking to fill:
Position Details
Title
Customer Service Representative
Reports To
Customer Service Manager
Hours: Full Time, Non-Exempt
Salary: $26-$30/hr
Location: Remote
About North Coast Medical
North Coast Medical is a family-owned, global leader in the therapy and rehabilitation market. We are committed to innovation, integrity, and delivering high-quality solutions that support healthcare professionals and the patients they serve.
Position Summary
The Customer Service Representative is responsible for delivering a high-quality customer experience by managing order entry, resolving customer inquiries, and ensuring accurate and timely processing of customer transactions. This role serves as a key point of contact for customers and plays a critical role in supporting order accuracy, issue resolution, and overall customer satisfaction.
Core Responsibilities
Customer Interaction & Support
Serve as the primary point of contact for inbound customer communications via phone and chat
Professionally handle customer inquiries related to orders, billing, returns, and product information
Maintain established service level standards, including call availability and response times
Manage multiple customer interactions simultaneously while maintaining accuracy and service quality
Order Management & Processing
Accurately enter and process customer orders within the company’s ERP system (Eskers)
Ensure timely and compliant setup of new customer accounts in accordance with company policies
Process return authorizations, credits, and order adjustments with a high level of accuracy
Maintain or exceed established productivity and order processing benchmarks
Issue Resolution & Escalation
Investigate and resolve customer concerns including shipment discrepancies, billing issues, and product complaints
Apply sound judgment to resolve issues independently within established guidelines
Escalate complex or unresolved issues appropriately to ensure timely resolution
Customer Experience & Continuous Improvement
Deliver a consistent, professional, and solution-oriented customer experience
Identify trends in customer inquiries or issues and recommend process improvements
Support initiatives aimed at enhancing service delivery, efficiency, and customer satisfaction
Team Collaboration & Accountability
Collaborate effectively with cross-functional teams including Sales, Operations, and Finance
Maintain professionalism, reliability, and adherence to attendance and performance expectations
Actively participate in product training, team meetings, and ongoing development opportunities
Perform additional duties as assigned to support business needs
Position Requirements & Qualifications
Associate’s or Bachelor’s degree preferred
Minimum of 2+ years of customer service experience (preferably in a high-volume or order-processing environment)
Experience with ERP systems (Eskers or similar) strongly preferred
Proficiency in Microsoft Office (Excel, Word, Outlook)
Strong communication, problem-solving, and multitasking skills
Ability to work independently in a remote environment with strong time management and accountability
Flexibility to work overtime as needed
Physical Requirements & Work Environment
This position is primarily remote but may require travel to the Corporate Office when required
Work involves sedentary to light work in a home office environment
Frequent computer use including keyboard, mouse, headset, and video conferencing
Ability to sit for extended periods and perform typical office tasks
High-speed internet connection with video conferencing capability and bandwidth for VPN access
North Coast Medical (NCM) is a family-owned, global leader in the therapy and rehabilitation market. We are committed to innovation, integrity, and delivering high-quality solutions that support healthcare professionals and the patients they serve. Our team of diverse people, unwavering committed to excellence in product development, procurement, delivery and customer service. We value the talents and abilities our employees bring to this company and we believe they are an integral part of what makes us competitive and successful. We don't just accept difference - we celebrate it, we support it and we thrive on it for the benefits of our employees, our products and our community. We are proud to be an equal opportunity workplace.
NCM offers:
-Competitive salaries
-Excellent benefits (e.g. Medical, Dental, Vision, Life Insurance, PTO, 401k Match, Employee Assistance Program)
-And the opportunity to work from home
Read more details below on the position we are looking to fill:
Position Details
Title
Customer Service Representative
Reports To
Customer Service Manager
Hours: Full Time, Non-Exempt
Salary: $26-$30/hr
Location: Remote
About North Coast Medical
North Coast Medical is a family-owned, global leader in the therapy and rehabilitation market. We are committed to innovation, integrity, and delivering high-quality solutions that support healthcare professionals and the patients they serve.
Position Summary
The Customer Service Representative is responsible for delivering a high-quality customer experience by managing order entry, resolving customer inquiries, and ensuring accurate and timely processing of customer transactions. This role serves as a key point of contact for customers and plays a critical role in supporting order accuracy, issue resolution, and overall customer satisfaction.
Core Responsibilities
Customer Interaction & Support
Serve as the primary point of contact for inbound customer communications via phone and chat
Professionally handle customer inquiries related to orders, billing, returns, and product information
Maintain established service level standards, including call availability and response times
Manage multiple customer interactions simultaneously while maintaining accuracy and service quality
Order Management & Processing
Accurately enter and process customer orders within the company’s ERP system (Eskers)
Ensure timely and compliant setup of new customer accounts in accordance with company policies
Process return authorizations, credits, and order adjustments with a high level of accuracy
Maintain or exceed established productivity and order processing benchmarks
Issue Resolution & Escalation
Investigate and resolve customer concerns including shipment discrepancies, billing issues, and product complaints
Apply sound judgment to resolve issues independently within established guidelines
Escalate complex or unresolved issues appropriately to ensure timely resolution
Customer Experience & Continuous Improvement
Deliver a consistent, professional, and solution-oriented customer experience
Identify trends in customer inquiries or issues and recommend process improvements
Support initiatives aimed at enhancing service delivery, efficiency, and customer satisfaction
Team Collaboration & Accountability
Collaborate effectively with cross-functional teams including Sales, Operations, and Finance
Maintain professionalism, reliability, and adherence to attendance and performance expectations
Actively participate in product training, team meetings, and ongoing development opportunities
Perform additional duties as assigned to support business needs
Position Requirements & Qualifications
Associate’s or Bachelor’s degree preferred
Minimum of 2+ years of customer service experience (preferably in a high-volume or order-processing environment)
Experience with ERP systems (Eskers or similar) strongly preferred
Proficiency in Microsoft Office (Excel, Word, Outlook)
Strong communication, problem-solving, and multitasking skills
Ability to work independently in a remote environment with strong time management and accountability
Flexibility to work overtime as needed
Physical Requirements & Work Environment
This position is primarily remote but may require travel to the Corporate Office when required
Work involves sedentary to light work in a home office environment
Frequent computer use including keyboard, mouse, headset, and video conferencing
Ability to sit for extended periods and perform typical office tasks
High-speed internet connection with video conferencing capability and bandwidth for VPN access