Customer Service Representative

Theragenics Corporation is dedicated to delivering innovative medical solutions and is seeking a Customer Service Representative to support healthcare providers. In this role, you will manage customer accounts, process complex orders, ensure regulatory compliance, and provide exceptional customer support.

Responsibilities:

• Establish and maintain domestic and international customer accounts while ensuring compliance with applicable licensing, regulatory, and company requirements
• Assist new customers with onboarding, account setup, required documentation, and product fulfillment processes
• Build and maintain strong relationships with physicians, hospitals, clinics, distributors, and internal stakeholders
• Accurately process, review, verify, and confirm customer orders in accordance with company procedures and regulatory requirements
• Coordinate shipments and monitor order status to ensure timely delivery of products
• Manage time-sensitive and high-priority orders, proactively identifying and resolving issues that may impact delivery timelines
• Process returns, credits, and return authorizations while ensuring proper documentation and tracking
• Review customer documentation and account requirements to ensure compliance with applicable regulations, licenses, and company policies
• Maintain accurate records of customer interactions, transactions, and order activity
• Adhere to Standard Operating Procedures (SOPs), quality standards, and documentation requirements
• Escalate compliance concerns, product issues, and regulatory questions to the appropriate teams
• Serve as the primary point of contact for customer inquiries regarding orders, shipments, product availability, and account information
• Investigate and resolve customer concerns, including delayed shipments, order discrepancies, missing items, and product-related inquiries
• Exercise sound judgment when evaluating customer requests and determining appropriate solutions
• Document customer feedback and collaborate with internal teams to drive continuous improvement
• Partner closely with Sales, Shipping, Operations, Accounting, Quality, and Marketing teams to support customer needs and business objectives
• Prepare reports, customer profiles, order summaries, and other business documentation as required
• Participate in process improvement initiatives that enhance customer experience, operational efficiency, and compliance

Requirements:

• High School Diploma or equivalent required
• Minimum of two (2) years of customer service, account management, order management, or related business experience
• Proficiency with Microsoft 365 applications, including Outlook, Excel, Word, and Teams
• Strong written and verbal communication skills with professional telephone etiquette
• Exceptional attention to detail, organizational skills, and ability to manage multiple priorities simultaneously
• Ability to work independently, exercise sound judgment, and maintain professionalism under pressure
• Associate degree or higher
• Three (3) or more years of customer service, account management, or order management experience
• Experience in the medical device, healthcare, pharmaceutical, biotechnology, manufacturing, or other regulated industries
• Experience working with ERP, CRM, or order management systems
• Knowledge of compliance, documentation, and quality requirements within a regulated environment
• Experience supporting healthcare providers, hospitals, physician offices, or distributors