[Remote] Customer Service Representative (Remote)

Note: The job is a remote job and is open to candidates in USA. North Coast Medical is a family-owned, global leader in the therapy and rehabilitation market. The Customer Service Representative is responsible for delivering a high-quality customer experience by managing order entry, resolving customer inquiries, and ensuring accurate processing of customer transactions.ResponsibilitiesServe as the primary point of contact for inbound customer communications via phone and chatProfessionally handle customer inquiries related to orders, billing, returns, and product informationMaintain established service level standards, including call availability and response timesManage multiple customer interactions simultaneously while maintaining accuracy and service qualityAccurately 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 policiesProcess return authorizations, credits, and order adjustments with a high level of accuracyMaintain or exceed established productivity and order processing benchmarksInvestigate and resolve customer concerns including shipment discrepancies, billing issues, and product complaintsApply sound judgment to resolve issues independently within established guidelinesEscalate complex or unresolved issues appropriately to ensure timely resolutionDeliver a consistent, professional, and solution-oriented customer experienceIdentify trends in customer inquiries or issues and recommend process improvementsSupport initiatives aimed at enhancing service delivery, efficiency, and customer satisfactionCollaborate effectively with cross-functional teams including Sales, Operations, and FinanceMaintain professionalism, reliability, and adherence to attendance and performance expectationsActively participate in product training, team meetings, and ongoing development opportunitiesPerform additional duties as assigned to support business needsSkillsMinimum of 2+ years of customer service experience (preferably in a high-volume or order-processing environment)Proficiency in Microsoft Office (Excel, Word, Outlook)Strong communication, problem-solving, and multitasking skillsAbility to work independently in a remote environment with strong time management and accountabilityFlexibility to work overtime as neededAssociate's or Bachelor's degree preferredExperience with ERP systems (Eskers or similar) strongly preferredBenefitsMedicalDentalVisionLife InsurancePTO401k MatchEmployee Assistance ProgramThe opportunity to work from homeCompany OverviewNorth Coast Medical is a web portal that supplies a wide range of occupational, physical and hand therapy products and devices. It was founded in 1974, and is headquartered in Morgan Hill, California, USA, with a workforce of 51-200 employees. Its website is https://www.ncmedical.com/.