Customer Service Representative (Remote)

About North Coast Medical

North Coast Medical (NCM) is a family-owned, global leader in the therapy and rehabilitation market. We are committed to innovation, integrity, and delivering high-quality solutions that support healthcare professionals and the patients they serve. Our team of diverse people, unwavering committed to excellence in product development, procurement, delivery and customer service. We value the talents and abilities our employees bring to this company and we believe they are an integral part of what makes us competitive and successful. We don't just accept difference - we celebrate it, we support it and we thrive on it for the benefits of our employees, our products and our community. We are proud to be an equal opportunity workplace.

NCM offers:

-Competitive salaries

-Excellent benefits (e.g. Medical, Dental, Vision, Life Insurance, PTO, 401k Match, Employee Assistance Program)

-And the opportunity to work from home

Read more details below on the position we are looking to fill:

Position Details

Title
Customer Service Representative

Reports To
Customer Service Manager

Hours: Full Time, Non-Exempt
Salary: $26-$30/hr
Location: Remote

About North Coast Medical

North Coast Medical is a family-owned, global leader in the therapy and rehabilitation market. We are committed to innovation, integrity, and delivering high-quality solutions that support healthcare professionals and the patients they serve.

Position Summary

The Customer Service Representative is responsible for delivering a high-quality customer experience by managing order entry, resolving customer inquiries, and ensuring accurate and timely processing of customer transactions. This role serves as a key point of contact for customers and plays a critical role in supporting order accuracy, issue resolution, and overall customer satisfaction.

Core Responsibilities

Customer Interaction & Support

• Serve as the primary point of contact for inbound customer communications via phone and chat
• Professionally handle customer inquiries related to orders, billing, returns, and product information
• Maintain established service level standards, including call availability and response times
• Manage multiple customer interactions simultaneously while maintaining accuracy and service quality

Order Management & Processing

• Accurately enter and process customer orders within the company’s ERP system (Eskers)
• Ensure timely and compliant setup of new customer accounts in accordance with company policies
• Process return authorizations, credits, and order adjustments with a high level of accuracy
• Maintain or exceed established productivity and order processing benchmarks

Issue Resolution & Escalation

• Investigate and resolve customer concerns including shipment discrepancies, billing issues, and product complaints
• Apply sound judgment to resolve issues independently within established guidelines
• Escalate complex or unresolved issues appropriately to ensure timely resolution

Customer Experience & Continuous Improvement

• Deliver a consistent, professional, and solution-oriented customer experience
• Identify trends in customer inquiries or issues and recommend process improvements
• Support initiatives aimed at enhancing service delivery, efficiency, and customer satisfaction

Team Collaboration & Accountability

• Collaborate effectively with cross-functional teams including Sales, Operations, and Finance
• Maintain professionalism, reliability, and adherence to attendance and performance expectations
• Actively participate in product training, team meetings, and ongoing development opportunities
• Perform additional duties as assigned to support business needs

Position Requirements & Qualifications

• Associate’s or Bachelor’s degree preferred
• Minimum of 2+ years of customer service experience (preferably in a high-volume or order-processing environment)
• Experience with ERP systems (Eskers or similar) strongly preferred
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Strong communication, problem-solving, and multitasking skills
• Ability to work independently in a remote environment with strong time management and accountability
• Flexibility to work overtime as needed

Physical Requirements & Work Environment

• This position is primarily remote but may require travel to the Corporate Office when required
• Work involves sedentary to light work in a home office environment
• Frequent computer use including keyboard, mouse, headset, and video conferencing
• Ability to sit for extended periods and perform typical office tasks
• High-speed internet connection with video conferencing capability and bandwidth for VPN access