Customer Service/Call Center Representative

• Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates
• Identify and coordinate resolution of any issues that may negatively affect customer satisfaction
• Input customer orders received via all contact methods
• Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering system
• Process requests for credit, rebill and returns as needed
• Work with Supply Chain to support on-time delivery and other company KPIs
• Meet or exceed established order accuracy and turn-around standards
• Handle all customer contacts in a professional and courteous manner
• Comply with all Company, Departmental, and applicable Quality System work instructions, procedures, and policies
• Manage short supply situations, backorders and manual allocations as required
• Input and manage orders for exception products requiring special handling
• Compose accurate, prompt, and appropriate replies to all customer contacts
• Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies
• Ensure that all potentially serious incidents are raised to the appropriate levels of Management
• Support promotional sales campaigns and product launches
• Resolve service complaints to the satisfaction of the customer within established company guidelines
• Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations
• Participate in other projects as required
• Participate in and contribute to Team Meetings
• Provide support to other team members as needed
• Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates
• Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions
• May perform other duties as required

• High School diploma or GED Certifications
• 2+ years of business-related experience in a customer contact center, within the Healthcare
• Call Center Exp Required
• Medical Device industries Preferred
• SAP experience or data base experience
• Working knowledge of Word and Excel
• Proven analytical ability
• Strong computer skills
• Strong team orientation
• Excellent interpersonal skills and service orientation
• Excellent oral and written communication skills
• Ability to multi-task
• Continuous and versatile learner

1 year experience with SAP