Customer Service Representative
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 cancer treatment devices 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 licensing, regulatory, and company requirements.
Assist new customers with onboarding, account setup, required documentation, and product fulfillment.
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.
Manage time‑sensitive and high‑priority orders, proactively resolving issues that may impact delivery timelines.
Process returns, credits, and return authorizations with proper documentation and tracking.
Compliance & Documentation
Review customer documentation and account requirements to ensure compliance with regulations 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.
Minimum Qualifications
High School Diploma or equivalent.
Minimum of two (2) years of customer service, account management, order management, or related business experience.
Proficiency with Microsoft 365 applications (Outlook, Excel, Word, 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)+ years of customer service, account management, or order management experience.
Experience in medical device, healthcare, pharmaceutical, biotechnology, manufacturing, or other regulated industries.
Experience with ERP, CRM, or order management systems.
Knowledge of compliance, documentation, and quality requirements in regulated environments.
Experience supporting healthcare providers, hospitals, physician offices, or distributors.
Work Environment & Position Info
Location: 100% Remote (Eastern Time Zone preferred).
Department: Customer Service (Reports to Customer Service Manager).
Confidentiality: Access to confidential and proprietary company information; strict confidentiality required.
Supervises: No direct reports.
Why Join Us
Purpose‑Driven Work: Support the delivery of life‑saving medical devices. At Theragenics, “We don’t just ship inventory; we deliver care.”
Innovative Projects & Global Impact: Provide healthcare that is both high‑tech and human, with global reach and personal impact.
Collaborative Culture: Work alongside passionate professionals who value reliability, trust, and teamwork.
Career Growth: Develop skills in international logistics, medical compliance, and client relations within a growing global healthcare leader.
Competitive Benefits: Comprehensive benefits package to support your well‑being and professional journey.
Ready to make a difference? Apply today and be part of something extraordinary.