Customer Service Representative

MAIN RESPONSIBILITIES Receives, verifies, and processes purchases, and/or coordinates the distribution of generators, leads, instruments and accessories to hospitals, sales representatives, and/or distributors as appropriate.

• Researches and resolves any problems with orders received. Corrects the order as necessary, and releases for posting.
• Communicates all inventory shortages and shipping status to management and sales representatives as required, and provides information on inventory availability on back-ordered items to the field.
• Facilitates the re-distribution of products in the field as necessary to help resolve the problem of inventory deficiencies on all products in short supply.
• Administers the return of products through the system as required, by means of the issuance of Return Material Authorizations and in accordance with company policy.
• Researches and prepares billing corrections when required, to ensure proper billing and correct commission payments on all devices.
• Monitors “Use-Before-Dates” of all sterilized inventory and works with sales representatives and management to minimize losses due to expiration.
• Performs pro-active follow-up calls to sales representatives to obtain implant information, purchase order numbers, pricing information, and device tracking information in order to ensure correct inventory records, and the billing of all devices in a timely manner.
• Resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence.
• Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
• Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

QUALIFICATIONS

• High school diploma or other specialized training/equivalent related experience.
• 1 or more years of demonstrated experience in a customer service or closely related environment. Experience working in a broader enterprise/cross-division business unit model preferred.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to leverage and/or engage others to accomplish projects.
• Ability to travel approximately 10% of the time, including internationally.
• Ability to maintain regular and predictable attendance.
• Regularly scheduled overtime is a requirement of this position
• Demonstrated competence in English spelling, grammar, and punctuation, including the ability to successfully pass a reading comprehension pre-employment examination is required.
• SAP Knowledge (desired)
• Experience in the biotech, bio-instruments or medical devices industries (desired)