Customer Service Representative
Resonant Clinical
Customer Service Representative
Resonant Clinical
End-to-end clinical trial logistics & services
Job Description Summary
The Customer Support Specialist is responsible for providing exceptional service and support to our clients, ensuring their inquiries and issues are resolved efficiently and professionally. This role acts as a primary point of contact, contributing to customer satisfaction and loyalty.How will you make an impact & Requirement
Job Responsibilities
* Respond promptly and accurately to customer inquiries via phone, email, and chat regarding product information, order status, technical issues, and general support.
* Document all customer interactions, issues, and resolutions thoroughly in the CRM system.
* Collaborate with internal teams (e.g., Sales, Logistics, Technical Support) to escalate and resolve complex customer problems.
* Process orders, returns, and exchanges in accordance with company policies and procedures.
* Provide clear and concise instructions and solutions to customers, ensuring their understanding.
* Identify and escalate recurring customer issues or trends to management for process improvement.
* Maintain a high level of product knowledge and stay updated on new offerings and services.
* Contribute to the development and improvement of customer support resources and FAQs.
* Adhere to all company policies and procedures, including data privacy and confidentiality.
Job Qualifications
* High school diploma or equivalent; Associate's or Bachelor's degree preferred.
* 2+ years of experience in a customer service or support role, preferably in a healthcare or medical supply environment.
* Excellent verbal and written communication skills with a professional and empathetic demeanor.
* Proficiency in using CRM software (e.g., Salesforce) and Microsoft Office Suite (Word, Excel, Outlook).
* Strong problem-solving abilities and attention to detail.
* Ability to work independently and as part of a team in a fast-paced environment.
* Demonstrated ability to handle difficult customer situations with patience and tact.
* Experience with order processing and logistics is a plus.
* Bilingual (English/Spanish) is an advantage.
End-to-end clinical trial logistics & services
Resonant Clinical Solutions provides outsourced clinical trial and diagnostic logistics for pharma, biotech, CROs, and diagnostic laboratories, combining three service lines: Kitting by Therapak, Equipment & Ancillaries by MESM, and Biorepository by EPL Archives. Their three lines operate as an end-to-end platform: kit assembly, device sourcing and management, and secure sample storage and archiving, with cryogenic storage added via Creapharm Bioservices. They differentiate by uniting three established brands into one integrated partner with global reach and a track record with top biopharma clients and thousands of trials. Their goal is to handle complex life-science logistics end-to-end so customers can focus on research and patient outcomes, while Resonant grows as a standalone business.
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