Customer Service Representative

Who we are:

At I-MED Pharma, we believe that employee satisfaction starts with creating a supportive and inclusive environment where every employee feels welcomed and supported. We live and breathe a culture rooted in the foundational values of respect, integrity, and trust. We are looking for candidates who are passionate about continuous learning, growth, and collaboration, and who are excited to nurture our incredible culture.

From competitive salaries and benefit packages to education reimbursements, wellness allowances, and a hybrid working model, we offer employees benefits that improve their personal lives as well as their careers.

With over 37 years innovating in the field of dry eye disease, we are an established leader in the industry known for our high level of excellence in all that we do.

Summary

The Customer Service Representative plays a crucial role in supporting customers by resolving inquiries and issues, ensuring satisfaction with our products and services, and facilitating sales through effective communication and service strategies.

Job Duties

• Document all customer interactions in CRM (Salesforce).
• Professionally handle calls, processing orders, and returns.
• Upsell and cross-sell during customer calls to drive sales.
• Follow up on leads with detailed customer profiles and action plans. Salesforce – new or existing
• Troubleshoot and resolve customer service issues.
• Communicate with customers about order statuses, especially during backorders.
• Provide technical support for online purchasing and product use.
• Manage routine account requests and provide information on products and services.
• Keep customer records updated in CRM/SAGE.
• Conduct customer satisfaction surveys and handle feedback.
• Manage credit card updates and address billing discrepancies.
• Resolve customer complaints in coordination with the Quality Assurance team.
• Collect and share customer testimonials with marketing.
• Develop and manage accounts, identifying and leveraging sales opportunities.
• Communicate with customers and reps about account holds and invoice matters.
• Directly handle price discrepancies and communicate company policies.
• Ensure accurate record-keeping of all customer interactions.
• Coordinate with logistics to ensure timely delivery of orders.
• Provide tracking information and advice on insurance and billing.
• Propose and manage subscription models as applicable.
• Perform other duties as needed to support customer service and satisfaction.

Requirements