Erbe USA Incorporated

Customer Support

• Lead daily customer service operations and sales support for Erbe USA
• Manage the customer service team and provide responsive, accurate support to customers and the field sales organization
• Oversee order receipt and processing, potential product complaint and customer feedback intake and routing, and basic product inquiry responses
• Ensure product returns and defective merchandise are handled and documented according to company policies and procedures
• Direct the sales liaison function and coordinate equipment supplied to sales representatives
• Maintain accurate demonstration inventory records and tracking
• Collaborate with senior management, internal colleagues, external partners, and contract personnel to streamline workflows and improve processes
• Develop contract reporting and monitor associated administrative cost calculations
• Coordinate demonstration equipment for clinical trials, trade shows, and workshops
• Ensure equipment requests are complete, shipments meet event requirements, and inventory is returned promptly
• Develop, implement, and maintain customer service policies and procedures
• Support sales staff using web-based sales data and provide primary training on company sales tools
• Keep customer service training materials and reference guides current, accurate, and accessible
• Exercise independent judgment in managing daily operations with limited supervision

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