United States onlySchedule:
- 1st Shift
What you will do:
As a Specialist, Customer Service, you will handle customer complaints, resolution of discrepancies such as pricing/contract questions, and proactively ensure systems are aligned for timely and efficient order replenishment processing.
- Check/validate accuracy of incoming surgery product usage cases and support Sales Reps in case of product usage discrepancies
- Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process/follow up with hospital about purchase orders and clarify discrepancies
- Aid Reps with data entry into RepSuite system as needed
- Determine when Rep support requires escalation based on complexity of request and priority level of need
- Be the customer-facing voice and develop creative solutions to customer issues and provide proactive updates on order status to accelerate billing process
- Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required
- Determine when hospital request requires escalation, based on complexity of request or high priority need and solve customer complaints and document them in the CRM system
- Provide phone support for inquiries from sales and healthcare professionals, inclusive of escalated cases.
- Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
- Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
- Prepare product or service reports by collecting and analyzing customer information.
- Maintain customer pricing in systems of record, including entering contracts as required.
- Implement/support Quality initiatives throughout branch and procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
What you need:
Required
- High School Diploma or GED
- Five (5) years’ relevant work experience
Preferred
- Experience as account representative; Microsoft Suite, ERP, SAP
