Customer Service Representative

Job Summary and Primary Responsibilities

• Receive orders by phone, fax, or e-mail. Process incoming orders for products within 24 hours.
• Schedule loaners and coordinate surgery coverage.
• Ensure loaners are returned promptly after surgery.
• Assist sales group with obtaining purchase orders from hospitals.
• Process proposals / quote requests from field sales.
• Track shipped orders and resolve late shipments.
• Notify accounting to bill for lost / damaged equipment.
• Determine appropriate pricing, terms and shipping method for products by following Company guidelines. Enter and / or update all pertinent data regarding complaints, customer information or change orders.
• Resolve routine customer complaints with product upgrades or price adjustments as required.
• Resolve issues with customers concerning order status, credit and shipping problems.
• Fulfill literature and other requests for information.
• Advise Regulatory Affairs of priority complaints or those that involve regulatory agencies such as the FDA.
• Perform duties in compliance with applicable FDA and state regulations as well as standards including, but not limited to, ISO 13485.

Required Skills / Capabilities

Associate’s Degree (A.A) or equivalent from two-year college or technical school; plus one to three years related experience and / or training;

or equivalent combination of education and experience.

Proficient and accurate with word processing (Word), spreadsheets (Excel), presentation programs (Power Point), charting, flow charting, and graphs.

Competency in navigating the Internet.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to speak effectively before groups of customers or employees of the organization.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstracts and / or concrete variables.
• The employee must occasionally lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
• While performing the duties of this job, employee is occasionally exposed to wet and / or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shocks, explosives, risk of radiation, and vibration.

Education and Experience

To ensure that A+ customer service is given to every customer by going above and beyond in every circumstance until the issue, problem, or request has been taken care of.

To increase the value of the Customer Service Team to the sales force through ongoing training on customer service techniques and various product trainings.

To provide adequate phone coverage, on a daily basis, ensuring support to the sales force and customer is met or exceeded.