Customer Service
ACCOUNT REPRESENTATIVE CUSTOMER SERVICE
This positionhas the responsibility and authority to provide optimum customer support to both the internal and external customers, including distributors and other company departments.
General Functions:
Handle incoming communications from domestic & international distributors, hospitals, and other company clients. Communicate feedback (concerns, questions, issues) to appropriate departments/levels within the Company and work to resolve them according to SpineCraft internal procedures.
Process product complaints, following prescribed Complaint Handling procedures.
Maintain accurate customer account information including billing invoicing and shipping information and special handling instructions.
Track and coordinate movement of loaner instruments and implants kits to ensure on-time delivery and accurately reconcile used items. Track lost or misdirected shipments/items.
Issue and follow up on Return Authorization transactions to ensure product is returned on time and items received meet the requirements of the return authorization.
Maintain department records and reports, as required by Customer Service and Quality Systems policies and procedures, FDA, ISO, and other regulatory authorities.
Administration of Accounts Balances, Late Fees and other reports. Maintain accurate documentation of contacts with distributors regarding disputed items and negotiated agreements regarding payment or credit.
Prepare or update general and/or product specific information as needed.
Work on clerical projects as needed. Perform other duties, as assigned.
Desired/Preferred Qualifications:
Bachelor degree preferred.
Candidate with experience in medical device or pharmaceutical company is desirable
Candidates must have excellent oral and written communication skills.
Must be proficient in using Quick books and Microsoft applications such as Word, Excel, Outlook and PowerPoint
Must demonstrate the ability to work effectively both independently and in a team environment.
Must demonstrate the ability to organize work, focus on the customer and follow-up in timely and appropriate manner.
Must be able to keep up with SpineCraft new product launches and product knowledge to assist customers with situations which arise.
Ability and willingness to work flexible/extended hours as needed to support the business.
Must comply with the company Quality System.
Salary and BENEFITS:
We offer a generous compensation and benefits package that includes comprehensive medical and dental insurance benefits plus 401K retirement plan.