Customer Service Representative

Medical device company that offers a novel, minimally invasive approach to the sacroiliac joint using a single, robust, titanium implant for treatment of the most common types of sacroiliac joint disorders that cause lower back pain.

The Company’s primary commercial focus is the US market

The Opportunity

Customer Service Position Description

The Customer Service Representative is responsible for assisting with the daily operations of the Customer Service department.

The Customer Service Representative will support activities to include order fulfillment, light report generation, customer intake, RMA provision and interaction with field sales and customers.

The Customer Service Representative will possess excellent interpersonal communication (written and verbal) and people skills, ability to solve problems, a positive demeanor, and a flexible mindset as responsibilities rapidly change in a growing, dynamic company.

Essential Duties And Responsibilities

• Ensure all necessary paperwork and data entry is completed accurately to facilitate efficient delivery of orders placed. Resolve any inaccuracies.
• Use Expandable system to generate sales orders for outbound shipments, to input all Delivery Forms and Purchase Orders to facilitate billing, and to adjust tray inventory.
• Use Expandable system to initiate RMA sales orders and complete all associated paperwork and log updates.
• Support shipment of NFHU trays and equipment by providing Shipping with appropriate paperwork.
• Complete timely updates to case calendars, both physical and digital.
• Ensure timely NFHU and Surgical tray/equipment tracker updates.
• Support customers, distributors, and sales team immediately via appropriate customer service best practices.
• Ensure customer satisfaction is obtained through effective communication, problem solving, professional phone etiquette, efficient processes, anticipating needs, and follow-up.
• Help manage all incoming/outgoing communication (emails, phone calls, etc.) from Customer Service department to assure timely and comprehensive responses.
• Assure issues and any product complaints are resolved by adhering to internal processes.
• Help with the preparation of sales reports, update spreadsheets with pertinent information.
• Maintain accurate and up-to-date office & customer files.
• Maintain a positive, empathetic, and professional attitude at all times.
• Work cross-functionally to coordinate activities and find appropriate solutions promptly.
• Escalate urgent or non-standard concerns to Customer Service Manager.
• Understand the job-specific procedures and processes as defined in the Quality System Training Matrix and adhere to the requirements listed.
• Contribute towards the achievement of company's strategic and operational objectives.
• Assume other duties as assigned.
  
  

Key Competencies/Behaviors

• Previous medical device customer service experience.
• Strong time management and organization skills; ability to manage multiple priorities.
• Excellent communication skills – verbal, written, and interpersonal.
• Attention to detail.
• Results oriented with appropriate urgency and tenacious follow-up.
• Strong technical skills and comfortable using new technologies, tools, and resources; high proficiency level with Microsoft Office (Outlook, Word, Excel, Teams), DocuSign and Adobe Acrobat.
• Experience with CRM and ERP Systems; Expandable preferred.
• Must be able to anticipate project needs, discern work priorities, and meet deadlines.
• Teamwork and flexibility.
• Sound judgment when making decisions and communicating with peers and management.
• Basic math skills.
  
  

Qualifications

• Bachelor’s degree or equivalent and a minimum of 2 years of experience in customer service in the life sciences industry.
• Experience in medical device industry preferred.