Customer Relations Representative

The Customer Relations Representative supports Applied Medical by delivering exceptional customer service and ensuring the accurate processing of customer accounts, sales orders, shipments, billing activities, and product returns. This role serves as a critical connection between customers, sales teams, finance, logistics providers, and internal departments to ensure efficient order fulfillment and a positive customer experience.

By maintaining accurate customer records, supporting order management processes, and coordinating customer communications, the customer relations representative contributes directly to operational excellence and customer satisfaction. This position aligns with customer service representative, customer relations specialist, sales operations coordinator, and order management specialist roles within medical device, healthcare, and distribution environments.

Key Responsibilities

• Maintain customer master records in Systems, Applications, and Products in Data Processing (SAP) by creating, updating, and validating account information and supporting documentation.
• Coordinate customer account setup activities, including customer registration reviews, credit approval processes, and account maintenance in partnership with Finance.
• Process customer sales orders accurately and timely while ensuring pricing, approvals, and credit requirements are met.
• Monitor order status and communicate shipment, delivery, and fulfillment updates to customers and internal stakeholders.
• Coordinate shipment and billing activities with third-party logistics providers to ensure accurate order fulfillment and invoice generation.
• Manage Return Goods Authorization requests and customer product returns by preparing documentation, obtaining approvals, and coordinating product disposition and credit issuance.
• Process sample, evaluation, and scrub orders while coordinating inventory movement, approvals, and documentation requirements.
• Respond to customer inquiries regarding orders, deliveries, invoices, returns, and account-related requests while maintaining a high level of customer satisfaction.

Success in This Role Looks Like

• Delivering accurate and timely order processing that supports efficient customer fulfillment and business operations.
• Maintaining complete and accurate customer account records that support compliance and operational effectiveness.
• Resolving customer inquiries and order-related issues promptly while providing exceptional customer service.
• Coordinating effectively with finance, logistics, sales, and customer-facing teams to ensure seamless order execution.
• Ensuring shipment, billing, and return processes are completed accurately with minimal discrepancies.
• Supporting customer satisfaction through proactive communication, problem-solving, and attention to detail.

This position requires the following skills and attributes:

• Brings two to five years of experience in customer service, customer relations, sales operations, or order management.
• Demonstrates proficiency with enterprise resource planning systems, including Systems, Applications, and Products in Data Processing (SAP).
• Uses Microsoft Office applications effectively, including Word, Excel, Outlook, and PowerPoint.
• Applies strong customer service skills when supporting customers, internal stakeholders, and cross-functional teams.
• Communicates effectively through verbal, written, and interpersonal communication skills.
• Maintains strong organizational skills and attention to detail while managing multiple priorities and deadlines.
• Demonstrates analytical and problem-solving skills when resolving customer, order, shipment, and billing issues.
• Builds productive working relationships across all levels of the organization and with external business partners.
• Adapts effectively to changing priorities, variable workloads, and time-sensitive business requirements.
• Maintains a high level of computer literacy and demonstrates the ability to learn new systems and technologies quickly.