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
Randstad US is a wholly owned subsidiary of Randstad Holding nv, a global provider of human resources solutions. It was founded in 1998, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is http://randstadusa.com.