Customer Service Representative in Buford, Georgia at Theragenics Corp

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.

• 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.

• 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.