Customer Service Contact Center Rep

Available to work from 8 AM to 5 PM PST, with flexibility for overtime as required.
Available to come into the office in San Jose, CA once a week or as required.
Capable to serve as a Call Center agent, promptly responding to calls attentively and without disruption or distraction.
BA/BS preferred or equivalent combination of experience and education.
Ability to convey information clearly and professionally across diverse audiences, including healthcare professionals and internal teams.
Proficient in using computer systems and applications, with a quick aptitude for learning new technologies.
Demonstrated ability to identify issues and propose effective solutions in a timely manner.
A genuine passion for providing exceptional service and resolving customer issues.
Proven ability to manage multiple tasks and requests in a high-pressure environment.

Serve as the primary contact for inbound calls, delivering outstanding customer service that exceeds expectations.
Meet or exceed key performance indicators while ensuring high-quality interactions.
Efficiently manage the Customer Service Inbox, ensuring timely routing of inquiries to the appropriate teams/shared boxes.
Assist customers with order placement, shipment tracking, and resolution of any order-related issues, in addition to processing of initial Trunk Stock Orders for field representatives.
Maintain meticulous records within our CRM and ERP systems, ensuring data integrity, including overseeing service documentation and ensuring all information is up-to-date and accurate.
Proactively reconcile shipping and invoicing discrepancies to enhance customer satisfaction and diligently log Customer Experience Cases in the CRM as necessary.
Build strong relationships with customers and distributors, responding to inquiries with enthusiasm and professionalism.
Strong understanding of company products, services, and policies.
Uphold Standard Operating Procedures, suggesting improvements to enhance service quality.
Maintain compliance with PROCEPT BioRobotics Quality Management System and EHS policies, ensuring all processes meet regulatory standards.

3+ years in Customer Service or order processing preferred.
Previous call center experience preferred; experience in life sciences or healthcare is a significant plus.
Familiarity with Salesforce and QAD or other CRM/ERP systems is highly beneficial.
Experience in a regulated (FDA) environment is a plus.