Role and Responsibilities The Customer Service Representative will play a critical role in ensuring the satisfaction of our customers by providing top-notch service and support. This position requires regular attendance, strong attention to detail, a tidy and careful work ethic, and a commitment to maintaining compliance with inventory and quality processes. Responsibilities: Manage large amounts of incoming calls and emails. Identify and assess customers' needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Keep records of customer interactions, process customer orders/request and file documents. Processing of orders and requests while determining the best method of shipment. Keep accurate records and documentation of all transactions involved using Wisys/Agility and Exact Macola. Contact customers regarding missing or extra implants/instruments. Contact customers regarding specific needs to ensure their request are processed properly. Accurate monitoring and storage of inventory. Supporting the sales force through the providing of technical information. Providing tray/set availability to customers. Must report defective materials or questionable conditions to the department supervisor. Maintain the work area in a clean and orderly condition and follow prescribed regulations. Support the shipment of goods produced and the received goods and supplies to be used in or to aid in the production/storage of goods destined for sale to our customer base. Work with purchasing, receiving, and operations departments to monitor status of back ordered products. Working in coordination with the purchasing department to ensure there is the stock required to build sets, and fill inventory requests. Perform misc. tasks as required to help meet needs of business. Requirements: High school diploma or equivalent; some college coursework preferred. Strong attention to detail and a detail-oriented mindset. Tidy, careful, and strong work ethic. Ability to lift up to 50 lbs and stand for extended periods of time. Excellent communication and interpersonal skills. Proficient computer skills, including experience with ERP systems and Microsoft Office Suite. Previous customer service experience preferred. Knowledge of medical device industry practices is a plus. Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to sit at a desk for long periods of time. Must be able to move around large areas. This role may require standing for extended periods. May need to lift objects weighing up to 50 lbs. Must be able to view computer screens over long periods of time.
