Customer Service Associate

Description

About New World Medical

Founded in 1990, New World Medical is a mission-driven company focused on preserving and enhancing vision through innovative ophthalmic surgical devices, including the Ahmed Glaucoma Valve and Kahook Dual Blade. We partner closely with eye care professionals to deliver tools that improve clinical outcomes and patient care. Guided by our core values - Integrity, Accountability and Innovation, we strive to make a meaningful impact in eye health worldwide. In support of our global mission, we proudly donate surgical equipment to charitable organizations to expand access to quality eye care.

Benefits starting Day One:

• Medical, Dental, and Vision Insurance
• 401(k) with Profit Share
• Bonus Opportunities
• Flexible Work Schedules
• Free Onsite Daily Lunches to foster team connection
• Career Development Program
• Tuition Assistance (after 1 year of service) 
• Cell Phone & Home Office Stipends
• Wellness & Employee Assistance Programs
• Company Events & Recognition
• And more!

Be part of something meaningful—join the team at New World Medical.  

JOB SUMMARY:

The Customer Service Associate is responsible for accurately processing customer orders and delivering prompt professional support to both internal and external customers. This role involves managing a high volume of incoming requests, verifying order details, updating records in ERP and CRM systems, resolving routine issues, and performing other order-related tasks. The associate serves as a key point of contact for customers and sales representatives, ensuring that inquiries are addressed efficiently and accurately. Success in this role requires strong attention to detail, effective communication skills, and the ability to collaborate across departments to support the full order cycle.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Enter and process customer orders via phone, email, fax, or online web portal, ensuring accuracy in customer information, pricing, product selection, quantities, and shipping preferences.
• Respond to inquiries related to product availability, order status, order modifications, and billing discrepancies.
• Log and resolve customer complaints and issues in a timely and professional manner.
• Answer incoming calls during scheduled hours and help maintain department service level standards.
• Support customers with account setup or updates and guide them through self-service tools on the web portal.
• Recognize and escalate issues that exceed routine handling to the appropriate internal teams.
• Coordinate with the Shipping department to prioritize and ensure timely processing of urgent orders.
• Process Return Goods Authorizations (RGAs) in accordance with company policies.
• Identify and recommend process improvements to enhance the overall customer experience.
• Assist with shipping outbound logistics as needed 

Requirements

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong attention to detail and data accuracy.
• Excellent communication and interpersonal skills.
• Ability to multitask and manage priorities in a fast-paced environment.
• Proficient in Microsoft Office Suite (Outlook, Excel, PowerPoint) and Adobe PDF.
• Experience using ERP/CRM systems such as SAP preferred.
• Basic understanding of order-to-fulfillment workflows or supply chain is a plus.
• Ability to lift 25–50 lbs occasionally.

EDUCATION AND EXPERIENCE:

• Minimum of High School Diploma.
• 2+ years of Customer Service.

PHYSICAL REQUIREMENTS:

• Must be able to remain in a stationary position at least 50% of the time.
• Occasionally move about inside the office and travel to and from office buildings to access file cabinets, employee offices, office machinery, etc. This may include, but is not limited to, bending and walking.
• Must be able to operate a computer and other office productivity machinery, such as a computer printer, computer keyboard, calculator, etc.
• Ability to listen and speak with employees and vendors. Must be able to exchange accurate information in these situations.
• Occasionally lift up to 25 pounds and transport to other offices. This may be performed with reasonable accommodation.
• View and type on computer screens for long periods of time.

This job description outlines essential duties and responsibilities and may evolve over time based on business needs. Other duties may be assigned as required.