Job Overview Cordis, a leading medical technology company, is seeking a Senior Customer Service Representative to join its team in Miami Lakes, Florida. This full-time position plays a vital role in ensuring customer satisfaction by providing timely and accurate support to healthcare professionals, distributors, and internal stakeholders. The Senior Representative will serve as a primary point of contact for escalated issues and will leverage deep product knowledge to resolve complex inquiries. This role offers the opportunity to contribute to a mission-driven organization focused on improving patient outcomes through innovative cardiovascular solutions. Key Responsibilities Respond promptly to customer inquiries via phone, email, and other communication channels, ensuring all issues are resolved efficiently and professionally. Manage escalated cases requiring advanced problem-solving skills, coordinating with cross-functional teams such as sales, logistics, and technical support. Process orders, returns, and product complaints while maintaining accurate records in the company’s CRM and ERP systems. Provide training and mentorship to junior team members, sharing best practices and ensuring consistent service quality. Analyze customer feedback to identify trends and recommend process improvements that enhance the overall customer experience. Maintain compliance with all regulatory requirements and internal policies related to medical device customer interactions. Required Qualifications A minimum of five years of experience in customer service, preferably within the medical device, pharmaceutical, or healthcare industry. Demonstrated ability to handle complex customer issues and de-escalate challenging situations. Strong proficiency with CRM platforms, order management systems, and Microsoft Office Suite. Excellent written and verbal communication skills with a customer-first mindset. High school diploma or equivalent required; associate or bachelor’s degree preferred. Skills Advanced problem-solving, active listening, conflict resolution, time management, and the ability to work independently in a fast-paced environment. Attention to detail and a collaborative approach are essential for success in this role. Company Info Cordis is a global leader in the development and manufacture of interventional vascular technology. With decades of experience, the company is committed to delivering high-quality products that help physicians improve the lives of patients worldwide. Cordis fosters a culture of innovation, integrity, and excellence. Benefits Cordis offers a competitive compensation package, comprehensive health and wellness benefits, retirement savings plans, paid time off, and opportunities for professional development. Growth Opportunities Employees have access to ongoing training programs, mentorship, and clear pathways for career advancement within customer service, sales support, and other functional areas of the organization.