Customer Service/Call Center Representative

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Customer Service/Call Center Representative (Product Recall Team)

Job Summary

MillenniumSoft Inc is seeking an entry-level yet experienced Customer Service Professional to support a high-priority Product Recall Team for a global medical device leader. This 12-month contract role is dedicated to managing complex customer interactions, order processing, and regulatory compliance within a high-stakes healthcare environment. The successful candidate will act as a primary point of contact, ensuring that all product recall procedures are executed with precision, empathy, and strict adherence to FDA and HIPAA guidelines. This is a 100% office-based role requiring a “Positive Service Attitude” and the ability to manage diverse administrative responsibilities in a fast-paced setting.

Key Responsibilities

  • Specialized Recall Support: Dedicate 100% of operational focus to the product recall team, managing requests, providing documentation, and resolving service complaints within established company and regulatory guidelines.

  • Order & Account Management: Create and review customer requests in ERP systems (SAP/JDE), including new account setups, pricing, and required export/quality certifications.

  • Financial Processing: Execute requests for credits, rebills, and returns while maintaining high levels of order accuracy to support company-wide KPIs and Supply Chain efficiency.

  • Regulatory Compliance: Handle all customer contacts and complaints in strict accordance with FDA, ISO, cMDR, and HIPAA regulations governing medical devices.

  • Technical Troubleshooting: Utilize contact center software (e.g., Genesys) and Salesforce Service Cloud to log interactions, manage backorders, and coordinate manual allocations for short-supply situations.

  • Communication Excellence: Compose accurate, prompt, and professional replies to customer inquiries across multiple channels, ensuring potentially serious incidents are escalated to management immediately.

Required Qualifications & Skills

  • Professional Experience: 2+ years of business-related experience in a high-volume customer contact center.

  • Technical Literacy: Proficiency in Microsoft Office (Outlook, Word, Excel, Teams, OneNote) and experience with contact center phone systems.

  • Educational Background: High School Diploma or GED required; an Associate’s or Bachelor’s degree is preferred.

  • Citizenship Status: Must be a US Citizen or Green Card holder (Permanent Resident).

  • Skills: Strong data entry, critical thinking, interpersonal savvy, and the ability to multi-task across diverse software platforms.

  • Preferred Experience: 1+ years of experience with ERP systems (SAP or JDE Edwards) and prior background in a healthcare or medical device environment.

About the Company

MillenniumSoft Inc is a premier staffing and technology solutions provider, connecting top-tier talent with Fortune 500 clients. In this engagement, you will be supporting one of the world’s most respected Medical Device Companies. The client is known for its commitment to patient safety and innovative healthcare solutions. Joining this team offers an opportunity to gain experience in a highly regulated industry where customer service directly impacts public health and safety.

Market & Industry Context

The Medical Device industry in San Antonio is a cornerstone of the regional economy, driven by the city’s status as a hub for military and civilian healthcare innovation. Working on a Product Recall Team is a specialized niche within the call center industry; it requires a higher level of “Reasoning Ability” and “Judgment” than standard retail or service roles. As regulations around medical safety become more stringent, professionals with experience in FDA-compliant communication are increasingly in demand across the national healthcare landscape.

Career Growth & Progression Path

This 12-month contract serves as a significant professional springboard:

  • Regulatory Specialist: Success in this role provides the foundational knowledge of FDA/ISO standards necessary to move into Quality Assurance or Regulatory Affairs.

  • Team Leadership: High performers may transition into Subject Matter Expert (SME) or Team Lead roles within the recall or customer care departments.

  • Corporate Healthcare Operations: The experience gained in ERP systems and Salesforce is highly transferable to permanent roles in supply chain management or healthcare administration.

Interview Preparation Insights

  1. Recall Sensitivity: Be prepared to discuss how you maintain empathy while following strict scripts or legal protocols. Recalls can be stressful for customers; your ability to remain calm is key.

  2. Detail-Oriented Testing: You may be asked how you ensure data accuracy when entering complex medical part numbers or account details into an ERP system.

  3. Regulatory Awareness: Familiarize yourself with the basic concept of HIPAA (Privacy) and FDA reporting—showing that you respect the “gravity” of medical data will set you apart.

Estimated Salary Insight

  • Market Estimate Based on Similar Roles: In the San Antonio market, contract Customer Service Representatives for specialized medical device teams typically earn between $18.00 and $24.00 per hour, depending on prior ERP experience and technical certifications.

  • Hours: This is a full-time, 40-hour-per-week position with the potential for overtime as business needs dictate.

Work Environment & Physical Requirements

This position is located in a professional office environment in San Antonio. You must be able to sit or stand for extended periods, navigate an office with moderate noise levels, and occasionally lift up to 25 lbs. The schedule requires flexibility between 8:00 AM and 6:00 PM (Monday – Friday), with a willingness to support occasional Saturday shifts if required by the recall timeline.

Compliance & Equal Opportunity Note

MillenniumSoft Inc and its clients are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. This role specifically requires US Citizenship or Green Card status due to the nature of the client’s regulatory and contract requirements.

Category Details
Organization MillenniumSoft Inc (Client: Medical Device Company)
Location San Antonio, TX (100% On-site / Product Recall Team)
Duration 12-Month Contract (W2)
Pay/Hours 40 Hours/Week
Shift 1st Shift (Must be available 8:00 am – 6:00 pm Mon–Fri)
Eligibility US Citizens or GC Holders Only

Allocation of Responsibilities

  • 50% – Order & Account Management: Set up new customer accounts, handle pricing/export documentation, and input orders into the ERP system with high accuracy.

  • 15% – Financial & Logistics Support: Process credits, rebills, and returns; coordinate with Supply Chain to meet on-time delivery KPIs.

  • 15% – Communication & Quality: Handle professional customer contacts and ensure compliance with Quality System work instructions.

  • 10% – Specialized Product Handling: Manage backorders, manual allocations, and exception products requiring special handling.

  • 10% – Regulatory & Compliance: Escalate serious incidents and handle complaints according to FDA/ISO/cMDR and HIPAA regulations.

Requirements & Qualifications

  • Experience: 2+ years in a business-related customer contact center.

  • Technical Skills: Proficiency in Microsoft Office (Outlook, Word, Excel, Teams).

  • Education: High School Diploma or GED required; Associate’s/Bachelor’s Degree preferred.

  • Physical: Office environment; must be able to sit/stand for extended periods and occasionally lift up to 25 lbs.

  • Software (Preferred): Experience with SAP, JDE Edwards, Genesys, or Salesforce Service Cloud.

Key Success Factors

  • Medical Focus: Prior experience in a medical device or healthcare company is a significant advantage.

  • Analytical Ability: Ability to draw logical conclusions and solve problems within established company guidelines.

  • Multi-tasking: Comfortable navigating multiple software programs and databases simultaneously.

  • Detail-Oriented: Critical for entering quality and export documentation in compliance with regulatory policies.

Final Master Comparison: All San Antonio Roles

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To apply for this job please visit www.gomillenniumsoft.com.