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Customer Service Representative, Capital Equipment (Hybrid)
About the position
Join a team committed to advancing patient outcomes through adaptable healthcare solutions. Skytron isn't just a place to work - it's a place to grow, collaborate, and help improve healthcare outcomes. As a family-owned company, we believe in supporting our people, driving innovation, and creating solutions that truly make a difference. What You'll Do As a Customer Service Representative, you'll play a vital role in supporting our customers and authorized representatives throughout the order fulfillment process. You'll coordinate shipments, resolve issues, and provide top-tier service while ensuring everything runs smoothly and accurately.
Responsibilities
- Maintain continual contact with assigned authorized representatives throughout the order fulfillment process, ensuring orders are kept on track for timely shipment
- Work closely with key individuals to verify inventory status, shipping and delivery requirements, and other post-order customer specifications
- Coordinate shipment activity, including but not limited to preparation of shipping documentation, notification and confirmation of shipment to authorized representatives, coordination of equipment returns, and processing freight claims for damaged products
- Enter bill of material/quote data lines into the ERP system, recording any discrepancies with the original quote/purchase order
- Work closely with authorized representatives to resolve discrepancies following customer approval of product configurations
- Provide timely, thorough responses to customer and authorized representative inquiries concerning order status, inventory availability, pricing, and freight estimates
- Provide return authorizations for capital equipment and demo equipment, determining the proper credit due and inventory disposition for each item
- Process authorized representative orders for parts and supplies received via fax or email. Provide customer support and enter orders from customers via call center
- Handle post-shipment billing for equipment orders, recording any final adjustments, as required.
- Collaborate with Credit Analysts to create revised invoices, as needed
- Negotiate on behalf of authorized representatives and customers to resolve various issues, including inventory availability and other time-critical challenges
- Review and interpret job files entered by the Customer Service Specialist, including review of purchase orders, quotes, delivery requirements, and other specifications
Requirements
- Demonstrate accuracy in work and attention to detail
- Follow procedures, guidelines, and company policies
- Respond quickly and professionally to customer needs
- Communicate effectively-both verbally and in writing
- Stay motivated and work well with minimal supervision
- Be solutions-oriented and capable of working through challenges independently or with team support
- Manage multiple priorities in a fast-paced environment
- College degree or 3-5 years of relevant experience serving the needs of customers in retail, wholesale, or manufacturing environments
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Ability to multitask, work under pressure, and meet deadlines
Nice-to-haves
- 1-3 years of demonstrated success in customer service, order fulfillment, or project management, strongly preferred
- Experience with MRP/ERP systems and ability to learn Skytron's ERP system, strongly preferred
Benefits
- Comprehensive health benefits (medical, dental, vision) starting on day one
- Annual Bonus
- Paid vacation, personal days, and holidays
- 401(k) and profit sharing
- Tuition reimbursement
- Employee wellness program
- Onsite gym
- Flexible hybrid work environment with a mix of in-office and remote workdays
- A supportive, family-owned work environment
