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Senior Service Coordinator

3 months ago

Auburn, United States KARL STORZ Endoscopy - America Full time

I.  POSITION SUMMARY

The Senior Service Coordinator is the ambassador and voice of KARL STORZ.  The primary responsibility of this position is interaction with internal and external customers concerning medical device repairs and generation of repair-associated information and reports.  The position must maintain smooth and timely flow of repairs and customer inquiries.  Coordinators must continually absorb knowledge on repair services assuring the highest possible level of customer satisfaction.

 

II. MINIMUM KNOWLEDGE, EDUCATION AND SKILL REQUIREMENTS



A minimum education level of a High School Diploma or GED required


Associate’s or Bachelor’s Degree preferred.


2 years previous customer service and call center experience is desirable.


A broad understanding of policies, procedures, and the importance of customer satisfaction are essential to operations.


Coordinators must be motivated and organized to perform duties in a timely manner, adhering to guidelines and established time frames. 


Position requires a sharp, high-energy, detailed-oriented individual who possesses excellent interpersonal skills, telephone etiquette, and verbal communication


Prior experience using Microsoft Office is required; prior experience using SAP is highly desirable.


Candidates must also possess solid business writing skills, problem solving skills, and the ability to calculate figures and amounts (such as percentages) when processing orders or account adjustments.


Knowledge of medical terminology is strongly preferred, as this individual will also be required to learn the necessary medical terminology to function effectively in the role.



 

III. ESSENTIAL FUNCTIONS

A.  PHYSICAL REQUIREMENTS

                                   



Must be punctual, able to sustain attendance guidelines, and work hours as assigned.


Occasionally required to lift units and handle instruments up to 20lbs


Position also requires sitting for long periods of time.


Ability to sit at a computer for most of the workday.


Ability to use the phone for prolonged periods throughout the day.


Use of standard office equipment.



 



MENTAL REQUIREMENTS



 



The position requires good organizational skills to maintain prioritization of responsibilities and workload.


Decisions must be consistently made concerning the disposition of product.  This includes resolving issues concerning exchanges, repairs, new purchases, Sales Rep. involvement, and pricing.  These decisions should reflect the best interests the customer, KSEA, and the effect on future business.



 



DUTIES AND RESPONSIBILITIES  (Other duties consistent with the general nature 



and focus of the position and/or the goals and objectives of the department may be assigned.)

 



Manages all external customer calls regarding orders, availability of equipment, returns etc


Answers incoming ACD calls.


Inputs orders and RMA's (Return Materials Authorization) into SAP while using appropriate text. Fulfills customer requests, regarding orders, pricing, substitutions, repairs, loaner equipment, etc.


Contact customers in reference to repair orders, repair authorization, unrepairable items, and repair/exchange options.


Process repair orders for shipping.


Creates invoices for repairs.


Ensures all problems are resolved and follow-up is completed in a timely manner and according to service level agreements.


Creates orders from hard copy PO's received from hospitals, clinics, and doctor's offices.


Conducts situational research for customer problem resolution.


Prepares credit and debits to reconcile accounts.


Stays current on promotions, procedures, policies, product updates and system changes. Prepares discount authorizations while obtaining appropriate approval.


Assures prudent product returns to customers.


Determine disposition of unrepairable items concerning customer notification and inventory adjustment of replacement and exchange parts.


Assist in training new hires once experience level has been established.


Processes warranty replacement orders, and reconciles billings of these items in a timely manner


The performance of the Service Support Department is best measured by its ability to keep up with its function within reasonable work hours.


Focuses on problem resolution with on repair shipments.





Must be able to multi-task.


Must be able to work under pressure.


Must be able to learn new tasks quickly.


Must be able to deal with constant change (flexible).


Must be able to work independently.


Must be able to work overtime as needed.



 

 

F.  INTERPERSONAL AND COMMUNICATION SKILLS



Incumbent must pay attention to details in order to provide accurate information and available options. 



IV. OTHER FUNCTIONS



OTHER DUTIES AND RESPONSIBILITIES (Other duties consistent with the general nature and focus of the position and/or the goals and objectives of the department may be assigned.)





Rectify many customer issues concerning evaluations, authorizations, exchanges, replacements, and pricing.


Maintaining open service order reports.


Run and maintain weekly and monthly reports.


Provide backup support where needed within the department.