Customer Service Rep II

Performance Health is seeking a Specialty Customer Service Representative II to join our team. In this role, you will be responsible for managing customer orders, coordinating shipments, and providing exceptional service to ensure customer satisfaction. This position requires strong organizational skills, attention to detail, and the ability to work collaboratively across departments.

Essential Job Duties & Responsibilities

Order Entry & Management

• Enter all stock, drop ship, replacement, and sample orders
• Release orders for shipment and ensure timely processing
• Enter product complaints in MasterControl
• Resolve shipment-related issues and customer inquiries
• Manage all international shipments and create required documentation
• Contact freight carriers and forwarders to arrange international shipping
• Follow up with customers to confirm satisfaction and resolve payment issues
• Work with planning and scheduling to include non-stock orders in production
• Act as liaison between customers and Sales for updated quotes and new business opportunities
• Respond to customer calls/emails regarding product questions, tracking, inventory, and status
• Additional tasks as required by the Business Unit

Returns & Complaints

• Process returns, including MasterControl complaints and Hold Return forms
• Enter replacement orders and process credit/debit memos
• File freight claims and research payment deductions

Reporting & Documentation

• Run and review backorder reports twice per month
• Run and review open RMA reports twice per month
• Scan and attach documents to orders and credits
• Performs other duties as assigned

Job Qualifications

• High school diploma or equivalent
• 1-2 years of customer service experience
• Exceptional attention to detail and accuracy
• Highly organized, systematic, and thorough
• Ability to remain calm under pressure and prioritize effectively
• Strong interpersonal and communication skills (written, phone, and in person)
• Proactive, flexible, and a team player
• Comfortable with numbers and figures

Benefits

• Our benefits include healthcare; insurance benefits; retirement programs; paid time off plans; family and parenting leaves; wellness programs; discount purchase programs.
• This is a full-time position with an hourly pay rate of $18.00 - $19.00 and the opportunity to earn bonus, plus benefits.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Performance Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity, sexual orientation, race, color, religion, national origin, disability status, protected Veteran status, age, genetic information, and any other characteristic protected by law.