Customer Service Representative
4 weeks ago
Saluda Medical is the pioneer in closed-loop Spinal Cord Stimulation (SCS), a ground-breaking SCS therapy that can measure the spinal cord’s response to stimulation and make real-time adjustments to therapy. Saluda is a global company with headquarters in Australia and offices in the United States and Europe.
At Saluda, we challenge boundaries. We innovate and think beyond the conventional. We disrupt. With the passion and energy of an accomplished team of seasoned experts, our focus is to revolutionize the standard of care in the neuromodulation space by transforming the lives of patients suffering from debilitating pain.
Due to exciting increased growth, we are seeking a dynamic individual to join our team as a Customer Service Representative. The Customer Service Representative serves as a primary point of contact for both customers and Saluda field employees. This pivotal role involves managing customer data, overseeing sales order processing, coordinating deliveries, and ensuring optimal field inventory levels.
Accountabilities and Associated Responsibilities
- Delivering expert, friendly, and attentive customer service.
- Evaluating and addressing customer service concerns promptly and effectively.
- Handling customer inquiries via phone and email with efficiency and professionalism.
- Collaborating closely with the Logistics/Warehouse team to ensure timely and professional resolution of customer inquiries.
- Monitor inventory levels and case need on a per-order basis to ensure appropriate fulfillment and timely delivery.
- Coordinating with transport, courier, and mail services as needed.
- Effectively troubleshooting issues and providing optimal solutions to customer concerns.
- Managing and updating customer data in QAD.
- Inputting and managing order details in QAD.
- Supporting the Finance team with invoicing processes.
- Providing backup assistance to global Customer Service colleagues.
- Contributing to special projects and performing additional duties as assigned.
Essential Requirements:
- Bachelor’s degree.
- Demonstrated commitment to providing exceptional customer service.
- Professional and courteous phone etiquette.
- Excellent communication and negotiation abilities, with a knack for resolving conflicts.
- Proficiency in administrative tasks including word processing, data entry, and filing.
- Familiarity with ERP and Customer Management systems such as QAD, Salesforce, or similar.
- Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and adept at using databases and online systems.
- Ability to effectively manage multiple priorities.
- Capable of working independently or collaboratively within a team.
- Reliable with a strong work ethic and enthusiasm for the role.
Desirable requirements:
- 2+ years of proven experience in a Customer Service role.
- Experience in the medical device industry or a regulated field.
- Ability to identify and implement process improvements to enhance Customer Service efficiency.
- Eagerness to expand responsibilities and grow within the Supply Chain organization.
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