IHT Customer Service Representative

Freudenberg Group•Carpinteria, CA

2d•Onsite

About The Position

Working at Freudenberg: We will wow your world! Responsibilities: Respond to customer inquiries via phone, email, fax, web store, and mail in a professional and timely manner. Process and confirm domestic and international distributor orders using ERP and CRM systems. Accurately enter sales orders, prescriptions, and customer information into applicable systems. Make outbound calls to patients to support upcoming orders and assist the field team in reengaging customers. Capture and summarize patient feedback from outbound calls and present to management monthly. Answer basic Medicare and insurance questions and explain product return requirements, including restock fees. Resolve shipping delivery issues and collaborate with internal teams to ensure timely resolution. Participate in product and sales promotions and support related customer communications. Contact physicians for prescriptions, written orders, and medical necessity documentation. Contact physicians for prescriptions, written orders and medical necessity orders and enter into ERP system. Qualifications: High school diploma or equivalent required; associate or bachelor’s degree preferred. Customer service experience, preferably in healthcare or manufacturing. Excellent verbal and written communication skills. Strong attention to detail and organizational skills. Proficiency in Microsoft Office. Ability to work in a fast-paced, team-oriented environment. Willingness to learn and retain technical product knowledge. Understanding of or willingness to learn HIPAA and other healthcare compliance standards. Experience working in a regulated industry (e.g., healthcare, manufacturing) is a plus. Empathy and patience when dealing with sensitive customer needs. Bilingual (English/Spanish) is a plus. Commitment to continuous learning and professional development. Work Environment: Office-based role with standard business hours. Occasional overtime may be required during peak periods. The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law. Freudenberg Medical LLC Welcome to Freudenberg Without Freudenberg, indoor air would not be as clean, cars would not drive and wounds would not heal as quickly. And these are just three examples from thousands of our applications. Working at Freudenberg: "We will wow your world!" This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 51,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments.

Requirements

High school diploma or equivalent required; associate or bachelor’s degree preferred.
Customer service experience, preferably in healthcare or manufacturing.
Excellent verbal and written communication skills.
Strong attention to detail and organizational skills.
Proficiency in Microsoft Office.
Ability to work in a fast-paced, team-oriented environment.
Willingness to learn and retain technical product knowledge.
Understanding of or willingness to learn HIPAA and other healthcare compliance standards.

Nice To Haves

Experience working in a regulated industry (e.g., healthcare, manufacturing) is a plus.
Empathy and patience when dealing with sensitive customer needs.
Bilingual (English/Spanish) is a plus.
Commitment to continuous learning and professional development.

Responsibilities

Respond to customer inquiries via phone, email, fax, web store, and mail in a professional and timely manner.
Process and confirm domestic and international distributor orders using ERP and CRM systems.
Accurately enter sales orders, prescriptions, and customer information into applicable systems.
Make outbound calls to patients to support upcoming orders and assist the field team in reengaging customers.
Capture and summarize patient feedback from outbound calls and present to management monthly.
Answer basic Medicare and insurance questions and explain product return requirements, including restock fees.
Resolve shipping delivery issues and collaborate with internal teams to ensure timely resolution.
Participate in product and sales promotions and support related customer communications.
Contact physicians for prescriptions, written orders, and medical necessity documentation.
Contact physicians for prescriptions, written orders and medical necessity orders and enter into ERP system.