Customer Service Representative

The Customer Service Representative is the main contact for customers, field sales and distributor reps through order entry and telephone support by performing the following duties. Essential Functions :

• 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.
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.


• Good communication skills and speaks fluent English.
• Can work independently, has hands on mentality and is highly customer service oriented.
• Is accurate and finds effective and creative solutions to solve logistic problems.
• Has worked with SAP modules or other relevant software packages as well as MS Office.
• Lives in the region.
  
  Our Values :
Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.
• Passionate about Innovation : Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.
• Customer Focused : We listen to our customers' needs and respond with a sense of urgency.
• Teamwork : Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.
• Driven : We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.