Primary Function of Position The Customer Service Representative 2 is responsible for delivering accurate, timely, and compliant customer service operations while supporting a positive customer experience. In addition to executing daily operational activities, this role is expected to identify opportunities for improvement, simplify, existing processes, and contribute to automation, standardization, and digital transformation initiatives. The success candidate demonstrates curiosity, critical thinking, earning agility, and a willingness to challenge existing ways of working constructively. This role collaborates across functions and regions to support scalable business processes while maintaining compliance with regulatory and quality requirements. Essential Job Duties Customer Support & Operational Excellence • Process customer orders,returns,credits, complaints, and inquiries accurately and in accordance with company policies and regulatory requirements. • Deliver professional and timely support to both internal and external customers. • Execute SAP, SFDC, and related business system transactions accurately. • Monitor orders processing activities and resolve operational exceptions. • Register and receive defective products, verify their contents, and provide guidance to 3PL partners when necessary. • Coordinate surgeon training schedules with the Customer Training and Commercial teams. Continuous Improvement & Innovation • Identify inefficiencies, recurring issues, and opportunities to improve operational processes. • Participate in business process improvement, automation, and digital transformation initiatives. • Contribute ideas that improve customer experience, quality, compliance, and operational efficiency. • Support implementation and adoption of new technologies, systems, AI tools, and automation solutions. • Use data and KPIs to understand operational performance and identify improvement opportunities. Collaboration & Knowledge Sharing • Build effective working relationships across functions and regions • Support knowledge sharing, process documentation, and standardization activities. • Contribute positively to team discussions and continuous improvement effors. • Support onboarding and training activities when required. Compliance & Quality • Follow all applicable regurations. Quality Management System requirements, and company policies • Ensure compliance with Phamaceutical and Medical Device Act requirements, SOX controls, and other applicable procedures. • Identify and appropriately escalate quality or compliance concerns • Support maintenance of controlled documentation and process standards.