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Job Description
Be part of a mission that matters—join Theragenics as a Customer Service Representative and serve as the vital link between our innovative medical solutions and the healthcare providers who depend on them. In this critical role, you will act as a trusted partner to physicians, hospitals, clinics, and distributors by managing complex orders, ensuring regulatory compliance, and delivering exceptional customer support. This position requires strong critical-thinking skills, attention to detail, and the ability to navigate a fast-paced, highly regulated healthcare environment where accuracy directly impacts patient care.
Role Summary:
As a Customer Service Representative, you will play a key role in supporting the delivery of a patient's cancer treatment to healthcare providers nationwide. You will manage customer accounts, process and coordinate complex orders, ensure compliance with regulatory requirements, and collaborate with cross-functional teams to provide exceptional service. This role requires a high degree of accuracy, accountability, professionalism, and independent judgment. Key Responsibilities Customer Account Management Establish and maintain domestic and international customer accounts while ensuring compliance with applicable licensing, regulatory, and company requirements. Assist new customers with onboarding, account setup, required documentation, and product fulfillment processes. Build and maintain strong relationships with physicians, hospitals, clinics, distributors, and internal stakeholders. Order Management & Fulfillment Accurately process, review, verify, and confirm customer orders in accordance with company procedures and regulatory requirements. Coordinate shipments and monitor order status to ensure timely delivery of products. Manage time-sensitive and high-priority orders, proactively identifying and resolving issues that may impact delivery timelines. Process returns, credits, and return authorizations while ensuring proper documentation and tracking. Compliance & Documentation Review customer documentation and account requirements to ensure compliance with applicable regulations, licenses, and company policies. Maintain accurate records of customer interactions, transactions, and order activity. Adhere to Standard Operating Procedures (SOPs), quality standards, and documentation requirements. Escalate compliance concerns, product issues, and regulatory questions to the appropriate teams. Customer Advocacy & Problem Resolution Serve as the primary point of contact for customer inquiries regarding orders, shipments, product availability, and account information. Investigate and resolve customer concerns, including delayed shipments, order discrepancies, missing items, and product-related inquiries. Exercise sound judgment when evaluating customer requests and determining appropriate solutions. Document customer feedback and collaborate with internal teams to drive continuous improvement. Cross-Functional Collaboration Partner closely with Sales, Shipping, Operations, Accounting, Quality, and Marketing teams to support customer needs and business objectives. Prepare reports, customer profiles, order summaries, and other business documentation as required. Participate in process improvement initiatives that enhance customer experience, operational efficiency, and compliance. Customer Advocacy & Problem Resolution Serve as the primary point of contact for customer inquiries regarding orders, shipments, product availability, and account information. Investigate and resolve customer concerns, including delayed shipments, order discrepancies, missing items, and product-related inquiries. Exercise sound judgment when evaluating customer requests and determining appropriate solutions. Document customer feedback and collaborate with internal teams to drive continuous improvement. Cross-Functional Collaboration Partner closely with Sales, Shipping, Operations, Accounting, Quality, and Marketing teams to support customer needs and business objectives. Prepare reports, customer profiles, order summaries, and other business documentation as required. Participate in process improvement initiatives that enhance customer experience, operational efficiency, and compliance. Minimum Qualifications High School Diploma or equivalent required. Minimum of two (2) years of customer service, account management, order management, or related business experience. Proficiency with Microsoft 365 applications, including Outlook, Excel, Word, and Teams. Strong written and verbal communication skills with professional telephone etiquette. Exceptional attention to detail, organizational skills, and ability to manage multiple priorities simultaneously. Ability to work independently, exercise sound judgment, and maintain professionalism under pressure. Preferred Qualifications Associate degree or higher. Three (3) or more years of customer service, account management, or order management experience. Experience in the medical device, healthcare, pharmaceutical, biotechnology, manufacturing, or other regulated industries. Experience working with ERP, CRM, or order management systems. Knowledge of compliance, documentation, and quality requirements within a regulated environment. Experience supporting healthcare providers, hospitals, physician offices, or distributors.
Work Environment & Position Info Location:
100% Remote (Open to candidates in the Eastern Time Zone )
Department:
Customer Service (Reports to the Customer Service Manager).
Confidentiality:
This position has access to confidential and proprietary company information; a high level of confidentiality must be maintained at all times.
Supervises:
No direct reports.
Why Join Us Purpose-Driven Work:
Every day, you will support the delivery of life-saving medical devices. At Theragenics, "We don't just ship inventory; we deliver care."
Innovative Projects & Global Impact:
Be part of a team providing "Healthcare that is both high-tech and human, with a global reach but a personal impact."
Collaborative Culture:
Work alongside passionate professionals in Sales, Shipping, and Accounting who value reliability, trust, and teamwork in a fast-paced environment.
Career Growth:
Develop your skills in international logistics, medical compliance, and client relations within a growing global healthcare leader.
Competitive Benefits:
Enjoy a comprehensive benefits package designed to support your well-being and professional journey. Ready to make a difference? Apply today and be part of something extraordinary.
