Customer Service Representative

About SchureMed:

SchureMed is a leading designer and manufacturer of innovative surgical positioning devices and patient safety solutions. We are committed to improving healthcare outcomes through high-quality products and outstanding customer support.

We are currently seeking a proactive and detail-oriented Customer Service Representative to join our growing team. In this role, you will serve as a key liaison between our customers and internal departments, ensuring a seamless and professional customer experience in a highly regulated environment.

Customer Support:

• Act as the primary point of contact for customer inquiries, complaints, and service requests.
• Provide accurate product information, including specifications and usage guidelines.
• Assist customers in troubleshooting product issues; coordinate with technical and QA teams as needed.

Order Management:

• Process and manage customer orders from entry to fulfillment.
• Communicate order status, shipping details, and inventory availability.
• Handle returns, replacements, and warranty claims per company policies and regulatory guidelines.

Compliance & Documentation:

• Maintain detailed and accurate records of all customer interactions.
• Ensure compliance with applicable regulations (e.g., FDA, ISO 13485) in all communications and documentation.

Cross-Functional Collaboration:

• Partner with sales, shipping, and QA/RA teams to address and resolve customer concerns.
• Provide customer feedback to internal stakeholders to support continuous improvement efforts.
  

Required:

• High school diploma or equivalent; Bachelor's degree preferred.
• Minimum 2 years of customer service experience, preferably in medical devices, healthcare, or other regulated industries.
• Strong communication and problem-solving skills.
• Proficiency in CRM systems (e.g., Salesforce, SAP) and Microsoft Office Suite.
• Ability to prioritize and manage multiple tasks in a fast-paced, detail-oriented environment.
• Commitment to confidentiality and regulatory compliance.

Preferred:

• Experience handling customer support or order management in a medical device company.
• Familiarity with medical terminology, FDA regulations, and ISO 13485 standards.
• Experience supporting healthcare professionals or hospital purchasing departments.
  

• Be part of a mission-driven team dedicated to improving patient care.
• Contribute to the growth of a respected leader in surgical innovation.
• Enjoy a collaborative work environment, opportunities for growth, and competitive benefits.