Why Tides Medical?

Joining Tides Medical means being a part of a health care team who is passionate about serving others, values integrity and quality, and excellent customer relationships.

We are a service company with a portfolio of great technology - not the other way around.

Purpose of Position

Under the leadership of the Customer Operations Supervisor, the Customer Service Specialist will be responsible for providing exceptional customer support and ensuring that all inquiries and issues related to our products and services are addressed promptly and effectively. This role requires strong communication skills, a problem-solving mindset, and a commitment to quality service. The Customer Service Specialist will leverage their strong communication skills and problem-solving abilities to foster positive relationships with customers and sales partners. The Customer Service Specialist will also collaborate closely with cross-functional teams, including Sales, Reimbursement, Quality Assurance, and Distribution to deliver comprehensive solutions and improve customer experiences. This role will also work in conjuction with Customer Operations team and work back up, as needed. 

Essential Functions of the Areas of Responsibility

Perform the following in accordance with AATB, FDA, and Tides Medical stated policies and procedures while upholding Tides Medical’s mission and corporate values.

• Interact with customers and sales agencies regarding product distribution and other needs
• Accurately enter all product Usage Forms against appropriate customer accounts
• Create customer orders upon request for direct purchase and consignment orders
• Generate customer invoices for orders entered
• Send shipment tracking information and packing lists to customers and/or sales agents
• Ship marketing and collateral materials to sales agents and/or customers
• Generate utilization reports and partcipate in demand planning meetings
• Initiate product returns from customers 
• Assist in developing and implementing customer service policies and procedures to enhance service quality
• Maintain detailed records of customer interactions, feedback, and issues using our CRM and QMS 

Expectations

• Work well with others and not create undue office stress or conflicts
• Be a practical problem solver and work independently
• Be truthful in all aspects of conduct and communications
• Be respectful of other employees and not engage in speech or conduct that is discriminatory
• Uphold confidentiality of employee records, donor records, and proprietary corporate information

Key Qualifications, Requirements, and Attributes

• Experience in an administrative, customer service, or sales operations position
• Bachelors degree or applicable work experience
• Strong interpersonal and organizational skills
• Excellent attention to detail
• Strong customer service mentality
• Demonstrated history of working cooperatively in a team environment
• Outstanding written and verbal communication skills
• Experience using CRM is preferred
• Availability to work full-time (5 days/ 40 hours) with flexibility to stay shortly after 5:00PM for late orders

Physical, Mental, Environmental Demands

• Up to 8 hours of sitting, walking, using a computer, etc.
• Must be able to lift up to 25 pounds
• Must be able to hear and speak on the phone
• Must be able to perform job duties in a fast-paced work environment