About the Role
This position is responsible for supporting ELGX field personnel, hospitals and/or International Distributors.
Work closely with field personnel, Shipping and Receiving, Marketing, Clinical and Accounting Departments to ensure customer satisfaction.
Receive and service customer/field personnel calls regarding all aspects of the sales order process, return goods authorization process, consignment inventory monitoring and invoice entry to ensure customer satisfaction and efficiency of order processing. Timeliness of response & prioritization of transactions is required.
Ability to work under stress, and capable to handle the stress of the customer.
Ability to cope with tight deadlines, think out of the box, and deliver results in a timely manner.
Document customer inquiries, complaints, correspondence and follow-up as necessary.
Responsible for monitoring, tracking, and sending demonstration units for sales demos and physician trainings.
Perform data entry & database maintenance in a variety of software applications.
New account set up in a variety of software applications.
Understand and follow established Regulatory and Quality Standard Operating Procedures and Department Operating Procedures pertinent to the effective operation of the Customer Service Department. Becomes proficient and displays a current working knowledge of those procedures.
Able to initiate changes to existing SOP’s and DOP’s to ensure they stay up to date with current best practice.
Understand and implement the SOP’s for product related complaint, and helps in facilitating the return of products to appropriate ELGX personnel.
Respond to customer/field personnel inquiries and problem solving in a professional and effective fashion.
Provide feedback to the Customer Service Manager regarding customer concerns and escalate issues in a timely manner.
Responsible for reconciliation inventory at the customer facing locations according to the internal count requirements
Tracks all customer complaints, and solutions in a complaints log.
Outstanding attention to detail, organization and accuracy of work are required.
Has basic understanding of our products, how they function, and what is needed during a procedure.
May assist in the cross-training of fellow Customer Service Representatives.
May assist in the generation of various department reports for senior management.
Perform other duties as assigned by supervisor.
High School Diploma or equivalent in related work experience required.
Excellent verbal/written communication skills and phone manner.
Fluency in English required
Native fluency in key EU Languages (EN, DU, GE, FR, IT, ES, PL) is required.
3-5 years Customer Service experience required.
Prior Medical Device experience a plus.
Word, Excel, QAD, Salesforce.com experience preferred.
About the Company
The Customer Service Representative is responsible for providing the highest quality customer service to customers & field personnel.
Proactively assesses the needs of customer & field personnel regarding product and account information.
Processes inventory and sales orders, invoices, return goods authorizations and monitors consignment inventory using established procedures.