Sr. Customer Service Representative

Bayside Solutions is a company seeking a Senior Customer Service Representative to provide exceptional support to both external and internal customers. The role involves processing customer orders, maintaining accurate records, and collaborating with various departments to ensure customer satisfaction and timely product delivery.

Responsibilities:

• Provide outstanding customer service to external and internal customers with pre- and post-sales support
• Accurately process customer purchase orders, delivered orders (bill only), sales replenishment orders (trunk stock), and returned goods requests in the company's ERP system
• Verify pricing, terms, and conditions of purchase orders and contracts to ensure proper entry transactions and updates to customer material master data
• Collaborate directly with the sales rep to confirm order details and respond to inquiries accurately, promptly, and professionally
• Set up new customer accounts and maintain accurate records, including contacts, addresses, pricing, and terms in the ERP system
• Proactively follow up with customers and/or sales reps on open issues to ensure satisfaction
• Notify Quality promptly of product complaints and work with them to ensure timely product returns from the sales force
• Partner with logistics to ensure product delivery is timely and accurate
• Build strong team relationships and collaborate with Operations, Logistics, Finance, Sales, Quality/Regulatory, Marketing, and other departments
• Monitor field inventory (trunk stock), send reminders for expiring products, and conduct quarterly inventory audits and reconciliation
• Research equipment (Console), confirm correct inventory location (Bin), and handle replacements, exchanges, or returns upon request
• Support field sales with quotes, documentation requests, customer information, and special inquiries
• Partner with assigned sales regions on delivered order follow-up, field inventory movements, shipments, audits, reconciliation, and expiration tracking
• Ensure compliance with policies and procedures as they relate to Aerin organization
• Adhere to departmental and company policies, knowing when flexibility or support is needed

Requirements:

• High school diploma/GED or equivalent, customer service/success experience required
• 4+ years of customer service experience in medical devices or medical manufacturing
• Proven ability to work cross-functionally with a customer-driven focus and sense of urgency
• PO experience, detail-oriented
• Strong interpersonal and communication skills (listening, written, verbal)
• Ability to manage multiple priorities and perform effectively under pressure
• close attention to detail with strong problem-solving, documentation, and follow-up skills
• Quality-focused with adherence to regulatory guidelines
• Reliable, steady, and able to work independently or as part of a team
• Experience with NetSuite and Salesforce preferred
• Proficiency in PowerPoint, Excel, and Word