Job Description

Come join Millstone Medical and become part of a high growth company where you will have the opportunity to learn and grow in an employee-centric culture and see the importance of your work!

Millstone is a fast growing, fast paced medical service provider for the top Orthopedic companies in the industry. Millstone’s business focus is sterile and non-sterile packaging of medical devices.

Millstone also engages in other activities, such as mechanical inspection and assembly, which are designed to meet the outsourcing requirements of medical device manufacturers seeking to reduce costs while maintaining high levels of quality, accuracy, and timeliness. We are FDA and ISO registered and employ a detailed internal quality system to ensure ISO compliance.

What's in it for you?

A company committed to quality, growth, career pathing.

At Millstone, we want you to be your best at work and at home. In addition to competitive compensation, we have designed our Total Rewards Benefits Program to support the physical and emotional well-being of our employees and their families.

Total Rewards Benefits Program:

• Medical, Dental & Vision - Starting on the 1st day of employment
• Supplemental Benefits - Life, Disability, Critical Illness
• Paid Time Off
• Tuition Reimbursement
• Career Pathing

The Client Service Agent serves as the first point of contact for customers, handling inquiries, resolving issues, and ensuring an exceptional customer experience. The primary responsibilities will include addressing client inquiries, resolving issues, and ensuring that our clients have a positive experience with our products and services. The Client Service Agent will work closely with other departments to ensure client needs are met efficiently and effectively.

Key Responsibilities:

Customer Interaction:

• Respond to client inquiries via phone, email, ASANA, in a timely manner
• Provide accurate information regarding products, services, and policies.
• Handle complaints and resolve issues efficiently to ensure customer satisfaction.

Problem-Solving:

• Investigate and resolve customer concerns or issues in a timely manner.
• Escalate unresolved or complex problems to the appropriate department or manager.

Record Keeping:

• Document all customer interactions, including inquiries, complaints, and resolutions, in the company's CRM system.
• Maintain organized records for future reference.

Cross-Department Collaboration:

• Coordinate with other departments, such as sales, logistics, or technical support, to resolve customer issues.
• Share customer feedback to contribute to process improvements.

Policy Adherence:

• Ensure compliance with company policies, procedures, and standards during every interaction.

Knowledge & Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in CRM software and basic computer applications (e.g., Microsoft Office).

• DHL, FedEx, Courier, UPS systems

• Sales – Order taking, receiving
• Operations and Packaging flow
• Quality/ISO/FDA
• Project Management – Distribution loaner set operations

Minimum Educational Qualifications: High school diploma or equivalent (required).

To learn more about Millstone Medical, please visit us online at www.millstonemedical.com

Additional Information:

Millstone Medical Outsourcing provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status, or any other status protected by applicable federal, state, or local law.