Customer Service Representative (Fixed Term)

Primary Function of the Position

Efficiently handle customer inquiries such as purchase orders, quotations, part requests, and complaints about lost or damaged goods, product returns, or exchanges.

Professionally answer incoming calls and emails, understand the customer’s needs and their environment to improve satisfaction at sales and service support levels. 

Accurately and timely process orders and requests in SAP ERP, CRM, and Salesforce databases.

Work closely with other cross-functional teams such as Field Service, Technical Support, Service Business, Capital Sales, Clinical Sales, Finance, SCM, RAQA, Contracts, and end-customers to accomplish company objectives.

Understand processes and make recommendations to improve overall team efficiency.

Essential Job Duties

• Serve as the first point for customer escalations. Practicing sound judgment and discretion related to customer solutions.

• Provide outstanding customer support including phone and email requests from customers.

• Customer service capabilities reach a higher level with their involvement in resolving intricate issues and building lasting customer relationships.

• Enter External/ Internal I&A sales orders into SAP with an understanding each customer’s PO type and processes and verifying terms and conditions of purchase orders are processed accordingly.

• Arrange delivery schedule with 3PL and make customer documents.

• Receive and log customers’ complaints timely and accurately related to Defective RMA /Recall/ Excess/AEX, also track the RMAs are well received in ISI.

• Responsible for supporting all order issue resolutions, SOX Compliance reporting, supporting cross-functional projects for NPI and logistics projects. 

• Effectively follow up on and resolve sales order or service request issues.

• Daily monitor open sales orders and maintain RMA spreadsheet to share with post-market and advance exchange programs.

• TAX Invoicing/crediting.

• Coordinate system deliveries and installations.

• Create and maintain customer data within SAP and CRM; ensure that contact information is kept up to date.

• Knowledgeable on ISI policies, processes, and procedures as well as subject matter expert on products and pricing.

• Applies company policies and procedures to resolve non-technical customer inquiries and maintains Regulatory and Financial Compliance with all transactions and documentation.

• Provide ad hoc reporting as needed. 

• Projects as assigned and general administrative functions.

• Use best practices and ensure continuous process improvement.

• Assist managers in Customer Experience & Services with various administrative tasks.

• Provide training to customers and visit customer sites as required.

• Update processes and test new processes as requested by management.

• Quote and support for product coding through customers’ procurement websites or manually.

• Maintain the training schedule by supporting the customer training team through SFDC.

• The Customer Service Representative may be asked to perform other function-related activities in addition to the responsibilities mentioned above, as reasonably required by business needs.

Required Skills and Experience

• Highly customer and service-focused

• Under 3 years of professional experience in a similar position, ideally within a medical device company

• Strong communication skills, both verbal and written

• Troubleshooting and problem-solving skills

• Detail-oriented

• Time management abilities

• Interpersonal skills

• Possess a solid telephone skill set and communicate in a professional manner.

• Strong knowledge of the MS Office product suite, ERP (preferably SAP)

• Fluent in English communication skills (verbal and written) is preferred

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