Customer Service/Call Center Representative

Position Overview

We are seeking a Customer Service/Call Center Representative for a 12-month contract (40 hours/week) opportunity located in San Antonio, TX with a leading Medical Device company. This entry-level role on a product recall team requires flexibility to work any hours between 7am and 6pm Monday through Friday. Note: This position is 100% onsite and is open to US Citizens or GC Holders only. It is a temporary role that may lead to a permanent opportunity.

Key Responsibilities

• Provide exceptional customer care and support, ensuring all internal and external expectations are met or exceeded.
• Handle customer contacts professionally and courteously, including managing inquiries, complaints, and follow-ups.
• Create and manage requests in databases to support customer orders (e.g., new account setup, pricing, documentation).
• Process orders, credit requests, rebills, returns and coordinate with Supply Chain to meet order accuracy and delivery KPIs.
• Input customer orders received via various contact methods, ensuring data accuracy in the ERP system.
• Manage short supply situations, backorders, and order exceptions while complying with FDA/ISO/cMDR and HIPAA regulations.
• Proactively identify and resolve issues that may negatively affect customer satisfaction and escalate serious incidents appropriately.
• Participate in team meetings, provide process improvement feedback, and support continuous personal and team development.

Required Qualifications

• Minimum 2+ years of experience in a customer contact center environment.
• Proficiency in Microsoft Office and familiarity with contact center software/phone systems.
• High School Diploma or GED required; Associate’s/Bachelor’s Degree is preferred.
• Excellent communication skills (oral and written) and strong problem-solving abilities.
• Ability to work flexible shifts, including overtime and occasional Saturdays as needed.

Preferred Qualifications

• Experience with ERP systems such as SAP or JDE.
• Previous experience in a medical device or health care company setting.
• Familiarity with call center software (e.g., Genesys) and Sales Force Service Cloud.