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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