[Remote] Cardiology Customer Service Support Lead

Note: The job is a remote job and is open to candidates in USA. Randstad USA is seeking a Cardiology Customer Service Support Lead to oversee daily customer service operations related to cardiology and specialty healthcare products. The role involves ensuring accurate order processing, regulatory compliance, and providing high-quality customer support across multiple channels while serving as a key point of contact for customers and internal stakeholders.ResponsibilitiesProcess and manage customer product orders via phone, email, and eCommerce platformsAccurately enter and maintain orders in SAP S/4HANA, ensuring correct product SKUs, manufacturing dates, and delivery timelinesMonitor product availability and provide accurate stock and delivery commitmentsEnsure orders meet customer-specific requirements, including time-sensitive product needsServe as a primary escalation point for complex customer inquiries and service issuesRespond to high-volume customer requests with professionalism, accuracy, and urgencyInvestigate and resolve complaints, ensuring timely follow-up and customer satisfactionProactively communicate potential delays, product impacts, and service updatesSupport eCommerce platform users with troubleshooting, account setup, and navigation guidanceManage new account requests, ship-to updates, and account maintenance through SalesforceUtilize Salesforce to document customer interactions, manage cases, and process requests including credits, rebills, and account updatesReport Product Quality Complaints and Adverse Events in compliance with industry and regulatory standardsGenerate and provide customer documentation including invoices, packing slips, shipment tracking, and order history reportsMaintain working knowledge of cardiology and specialty healthcare product requirements, including handling distinctions between product typesEnsure compliance with all regulatory requirements, including maintaining appropriate customer licensing documentation where applicableSupport accurate product handling and order fulfillment in alignment with safety and compliance standardsProcess specialized orders, including Clinical Grant requests in coordination with Medical AffairsManage standing orders for assigned regions, including monitoring expirations and coordinating renewalsPartner with Contracting teams to ensure government or restricted account requirements are up to date and accurately reflected in systemsCollaborate with Sales, Logistics, Quality, and Accounts Receivable to resolve customer issues and improve service deliveryCommunicate customer trends, ordering anomalies, and account concerns to Sales leadershipCoordinate with field sales representatives on account-specific updates and escalationsSubmit and manage order trace requests with Logistics for delayed shipmentsAct as a support lead by guiding team members on processes, systems, and complex issue resolutionEnsure best practices are followed across customer service operationsProcess customer returns and maintain accurate tracking through ERP systemsProvide rotation-based support for after-hours coverage and weekend operational needsSkillsStrong experience with ERP systems (SAP S/4HANA preferred) and CRM platforms (Salesforce preferred)Proven ability to manage multiple systems and priorities simultaneouslyExcellent problem-solving, communication, and decision-making skillsHigh attention to detail in a regulated, process-driven environmentAbility to lead through influence, support peers, and drive operational consistencyRemote Work Setup: Must have reliable high-speed internet access to support remote work via a secure VPNBackground in healthcare, pharmaceutical, or cardiology-related industriesExperience in complex order management, customer service operations, or regulated environmentsFamiliarity with compliance and reporting requirements related to product quality or safetyBenefitsMedical, prescription, dental, vision, AD&D, and life insurance offeringsShort-term disabilityA 401K plan (all benefits are based on eligibility)Company OverviewRandstad US is a wholly owned subsidiary of Randstad Holding nv, a global provider of human resources solutions. It was founded in 1998, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is http://randstadusa.com.