Customer Service Representative (Remote)

Summary Cascade Orthopedic Supply, LP, is distinguished as the largest independent O&P distributor in North America. We provide solutions that improve quality of life! Our reputation is built on its continued commitment to customer service and technological advancements. We distribute a wide selection of products from over 300 suppliers. As part of our ongoing commitment to excellence, the company boasts a friendly and knowledgeable team, electronic invoicing and payment options, discounts, patient care software integrations, and overnight delivery at ground rates to help streamline business practices. We have longstanding customers and valued employees who have been with the company for more than 30 years, and are proud to sell and support products that assist in mobilizing and empowering people across the country. As we continue to grow we are looking for enthusiastic, motivated individuals who share our vision and mission for success to join our team. We are looking for a strong Customer Service Returns Representative to join our remote Customer Service Team! Compensation Starting base rate:$17-18 per hour Cascade offers a full health benefits package, paid time off, paid holidays, 401k retirement plan with company match, and more! Work schedule 8:30AM - 5:30PM Pacific, Monday through Friday Job Description The Customer Service Representative reviews and processes orders as well as answers phones, emails, and chats to respond to non-technical service requests from customers, general customer inquiries, product questions, and customer complaints. Projects a professional company image through phone, email, and chat interaction. The Cascade Customer Service Team is on the front lines of ensuring that every Cascade customer is a happy and satisfied customer. Duties & Responsibilities Enter customer orders (telephone, fax, email, web, EDI) in accordance with department procedures and company policies. Enter customer requests for return authorizations in accordance with department procedures and company policies. Enter drop ship and custom fabrication purchase orders in accordance with department procedures and company policies. Fulfill customer information requests (i.e.product information, tracking, backorder status, late/lost shipments etc) and assist with customer inquiries and complaints in accordance with company and department procedures. Elevate complaints to supervisor as necessary. Communicate new customer information, customer address changes, and market intelligence to the appropriate departments. Performs other job-related duties as assigned. Establish and maintain a long term positive working relationship with others (customers – both internal and external). Maintain a high degree of cooperation, communication, and coordination with others. Remain logged in and available during scheduled shift. Properly utilize company computer technology resources, and telephone equipment. Qualifications The ideal candidate will have experience working in telephone customer service and online return requests, assisting customers with order placement, returns, and problem resolution. One to three+ years of related experience. Must be motivated, able to follow processes. Ability to learn and be problem solution oriented. Have great customer service skills and a teachable attitude as well as team oriented. Experience in orthotics and prosthetics is a plus, but not required. Additional expectations Follow Order Entry/RMA/PO procedures. Follow established company policies (shipping program policy including provisions for minimum order value, drop shipments and backorders, stock/non stock inventory exceptions, and RMA policies). Learn products and product codes. Learn how products are used. Utilize P21 Portal and daily backorder report for follow up with customers and notes in P21. Attend all team meetings/in-services/trainings and provide feedback and ideas. System Navigation: Seamlessly operate the ConnectPath dashboard alongside internal ERP(P21) to access account data, verify details, and document interactions Technical Aptitude: Comfort navigating advanced cloud-based contact center platforms – Amazon Connect/ConnectPath Omnichannel Multitasking: Ability to toggle between active voice calls, written tasks(emails), chats, SMS messages and multiple software applications without dropping performance standards