[Remote] Cardiology Customer Service Support Lead

Note: The job is a remote job and is open to candidates in USA. Randstad USA is seeking a Cardiology Customer Service Support Lead to oversee daily customer service operations related to cardiology and specialty healthcare products. The role involves ensuring accurate order processing, regulatory compliance, and providing high-quality customer support across multiple channels while serving as a key point of contact for customers and internal stakeholders.

Responsibilities

• Process and manage customer product orders via phone, email, and eCommerce platforms
• Accurately enter and maintain orders in SAP S/4HANA, ensuring correct product SKUs, manufacturing dates, and delivery timelines
• Monitor product availability and provide accurate stock and delivery commitments
• Ensure orders meet customer-specific requirements, including time-sensitive product needs
• Serve as a primary escalation point for complex customer inquiries and service issues
• Respond to high-volume customer requests with professionalism, accuracy, and urgency
• Investigate and resolve complaints, ensuring timely follow-up and customer satisfaction
• Proactively communicate potential delays, product impacts, and service updates
• Support eCommerce platform users with troubleshooting, account setup, and navigation guidance
• Manage new account requests, ship-to updates, and account maintenance through Salesforce
• Utilize Salesforce to document customer interactions, manage cases, and process requests including credits, rebills, and account updates
• Report Product Quality Complaints and Adverse Events in compliance with industry and regulatory standards
• Generate and provide customer documentation including invoices, packing slips, shipment tracking, and order history reports
• Maintain working knowledge of cardiology and specialty healthcare product requirements, including handling distinctions between product types
• Ensure compliance with all regulatory requirements, including maintaining appropriate customer licensing documentation where applicable
• Support accurate product handling and order fulfillment in alignment with safety and compliance standards
• Process specialized orders, including Clinical Grant requests in coordination with Medical Affairs
• Manage standing orders for assigned regions, including monitoring expirations and coordinating renewals
• Partner with Contracting teams to ensure government or restricted account requirements are up to date and accurately reflected in systems
• Collaborate with Sales, Logistics, Quality, and Accounts Receivable to resolve customer issues and improve service delivery
• Communicate customer trends, ordering anomalies, and account concerns to Sales leadership
• Coordinate with field sales representatives on account-specific updates and escalations
• Submit and manage order trace requests with Logistics for delayed shipments
• Act as a support lead by guiding team members on processes, systems, and complex issue resolution
• Ensure best practices are followed across customer service operations
• Process customer returns and maintain accurate tracking through ERP systems
• Provide rotation-based support for after-hours coverage and weekend operational needs

Skills

• Strong experience with ERP systems (SAP S/4HANA preferred) and CRM platforms (Salesforce preferred)
• Proven ability to manage multiple systems and priorities simultaneously
• Excellent problem-solving, communication, and decision-making skills
• High attention to detail in a regulated, process-driven environment
• Ability to lead through influence, support peers, and drive operational consistency
• Remote Work Setup: Must have reliable high-speed internet access to support remote work via a secure VPN
• Background in healthcare, pharmaceutical, or cardiology-related industries
• Experience in complex order management, customer service operations, or regulated environments
• Familiarity with compliance and reporting requirements related to product quality or safety

Benefits

• Medical, prescription, dental, vision, AD&D, and life insurance offerings
• Short-term disability
• A 401K plan (all benefits are based on eligibility)

Company Overview