Call Center Representative

Position Overview

We are seeking a Call Center Representative for our client – a Medical Device Company – based in Salt Lake City, UT. This is a 12-month contract position (40 hours/week, 1st shift) on Contract on W2 (US Citizens or GC Holders Only). The work hours are 8:00am to 4:30pm. In this role, you will provide exceptional customer care, ensuring accurate order entry, prompt resolution of issues, and adherence to regulatory standards.

Key Responsibilities

• Create requests in appropriate databases including new customer account setups, pricing updates, and necessary documentation to support customer orders.
• Process requests for credit, rebill, and returns while collaborating with Supply Chain to meet order accuracy and on-time delivery targets.
• Handle all customer contacts professionally, review orders for accuracy, and manage situations such as short supply, backorders, and manual allocations.
• Input and manage orders for exception products, ensuring prompt, accurate, and compliant communication in accordance with FDA/ISO/cMDR and HIPAA regulations.
• Escalate potentially serious incidents to the appropriate levels of management and support promotional sales campaigns and product launches.
• Provide support to other team members, contribute to process improvements, and participate in team meetings and training sessions.

Required Qualifications

• 2+ years of business-related experience in a customer contact center.
• Experience with contact center software and phone systems; proficiency in Microsoft Office.
• Experience managing supplies and equipment with a focus on detail and accuracy.
• High School Diploma or GED required; flexibility to work shifts from 7:00am to 7:00pm EST/EDT with occasional overtime or Saturdays as needed.
• Ability to adhere to company quality systems, FDA/ISO/cMDR and HIPAA regulations for medical devices.

Preferred Qualifications

• Preferred 1+ year of experience working in an ERP environment (SAP and/or JDE).
• Experience in a medical device or health care company.
• Associate's or Bachelor's degree is a plus.