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Sample Service Center Coordinator III
3 months ago
POSITION SUMMARY
The Sample Service Center Coordinator III is a senior member of our team. The main responsibility of this position is to interact with internal customers for problem resolution, oversee reporting results and act on inaccuracies, assist in LMS updates, work instructions and procedure documentation. This person would also assist in new hire training, as well as training the staff on any changes to current procedure. This position must maintain smooth and timely processing of orders, requests, and shipment of our samples to the field. This position functions with little supervision on a day-to-day basis. The Coordinator III must stay up to date on the department’s policies and procedures, compliance documentation, and government regulations. The goal is to ensure an optimal customer service experience for internal and external customers.
MINIMUM KNOWLEDGE, EDUCATION AND SKILL REQUIREMENTS
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\tA minimum education level of a High School Diploma or GED required.
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\tAssociate or bachelor’s degree strongly preferred.
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\t3-5 years previous customer service and call center experience, or 3 years previous account management experience required.
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\tA complete understanding of policies, procedures, and the importance of customer satisfaction are essential to operations.
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\tSpecialists must be motivated and organized to perform duties in a timely manner, adhering to guidelines and established timeframes of the call center.
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\tPosition requires a sharp, high-energy, detailed-oriented individual who possesses excellent interpersonal skills, telephone etiquette, verbal communication, and leadership skills.
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\tPrior experience using Microsoft Office and SAP Is required. Other Microsoft platforms strongly preferred.
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\tCandidates must also possess excellent solid business writing skills, as well as problem solving skills and the ability to calculate figures and amounts (such as percentages) when processing orders, pricing, and billing.
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\tKnowledge of medical terminology is necessary, as this individual oversees all troubleshooting escalations from internal and external customers. In order to assist effectively, strong product and medical terms and descriptions are needed.
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ESSENTIAL FUNCTIONS
PHYSICAL FUNCTIONS
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\tMust be punctual, able to sustain attendance guidelines, and work hours as assigned.
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\tPosition also requires sitting for long periods of time.
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\tAbility to sit at a computer for most of the workday.
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\tAbility to use the phone for prolonged periods throughout the day.
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\tMust be able to work remotely and have an adequate space in the home to work comfortably.
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MENTAL REQUIREMENTS
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\tThe position requires excellent organizational skills to maintain prioritization of responsibilities and workload.
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\tRequires the ability to multi-task as orders and calls may need to be taken simultaneously.
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\tCoordinator needs to be able to assist in training new hires and adjust their teaching style to different types of learning personalities.
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\tThis specialist should be able to actively anticipate an issue by visualizing the transaction from start to finish and assist in problem solving ideas for resolution.
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\tA creative personality, who can “think outside the box.”
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\tDecisions must be consistently made concerning the disposition of product. This includes resolving issues concerning compliance implications, overdue sample product, lost inventory and damaged inventory. These decisions should reflect the best interests of the customer, KSEA, our account executives, and future business.
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DUTIES AND RESPONSIBILITIES
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\tContact account executives in reference to sample product availability for shipments and returns of sample product.
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\tOccasionally will lead our team’s weekly huddle to coordinate continuous improvement ideas and ensure these ideas are working towards completion.
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\tCapable of understanding and training others to all in-depth scenarios around all assigned transactions of the department
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\tAs this position will handle the highest tier requests from our account executives, this person will need to be able to communicate information in a way that diffuses negative customer interactions.
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\tCreating sample orders based off the needs of the account executive. This may include requests for single use product, repairs and maintenance, complaints, sample use, and demo use product.
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\tConducts situational research for customer problem resolutions. Is also responsible to utilize this information to make informed decisions based off this information.
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\tOversight of department reporting on a daily basis is required. Ensuring our day-to-day transactions are compliant with company and department policy.
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\tProduce reporting data via SAP. Maintain that data within our system and report to superiors based off the results.
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\tEnsures all problems are resolved and follow-up is completed in a timely manner and according to service level agreements.
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\tMust be able to work under pressure as daily tasks and responsibilities will be interspersed with coordinator assistance and troubleshooting.
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\tAbility to learn new tasks quickly and train SSC I and II to said updates.
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\tCan adapt quickly to constant change (flexible).
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\tMust be able to work independently, but also within groups from our department, other departments, as well as other KS branches.
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\tMust be able to work overtime as needed.
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\tUnderstand request needs, i.e., when to escalate the need for a purchase of new product. Move forward with that purchase from new stock for samples.
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COMPLIANCE DUTIES AND REQUIREMENTS
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\tUnderstands our compliance policy and procedures proficiently.
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\tExpected to provide and be a liaison for the sales force to guide and potentially report based on their findings.
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\tEnsure requests for sample shipments are compliantly managed, in adherence to all relevant company policies & procedures.
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\tAbility to adapt to changing regulations and industry trends.
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\tIdentify and escalate requests or shipments that do not comply with company processes.
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\tCandidates should be process-oriented and be comfortable in a highly regulated industry.
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\tGenerate and manage reports that ensure compliance to company policies. These reports can include:
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\tEnsure evaluations do not become overdue, any overdue evaluations are billed weekly.
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\tEnsure all unused sterile product is returned in a timely manner from evaluations.
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\tEnsure that all sterile product that has been utilized for an evaluation is billed via a scrub PO.
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\tEnsure missing product from sample sets is returned. If not returned, customer is billed.
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INTERPERSONAL AND COMMUNICATION SKILLS
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\tIncumbent must pay attention to details in order to provide accurate information and available options to account executives.
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\tThis role is intended to be a resource in the department for other coordinators. Confidence in the departments proper guidelines is crucial in the day to day.
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OTHER FUNCTIONS
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\tRun and maintain weekly and monthly reports.
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\tProvide back up support where needed within the department.
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\tRectify customer issues concerning evaluations, demonstrations, repair orders and billing of customers.
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\tFacilitate the training of all new Sample Specialist
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\tCoordinates the sample training of new field sales hires. This includes scheduling one on one meeting with the new hire and training them to the following:
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\teTracker functionality
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\tMaking requests of demonstration and evaluation product
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\tHow compliance policy and procedure effect samples
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