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Customer Service Representative 1

2 months ago

Sunnyvale, United States DGN Technologies Full time

**Position Title: CUSTOMER SERVICE REPRESENTATIVE 2**

**Location: Sunnyvale, CA (hybrid)**

**Role Type: Long term contract (05/01/2024 to 10/31/2024)**

**Description**

**Primary Function Of Position**

**RESPONSIBILITIES**
**Essential Duties**:
As part of the Customer Care Team, you will provide front line support to our customer’s concerns in a fast paced and
dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from
responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting
scalable support solutions which align with our company and business objectives. Among your many attributes, you
are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn. You
also have experience with customer service, sales, marketing and supply chain.

**Job Duties and Responsibilities**:

- Successfully resolve routine problems and inquires with poise, professionalism, and a genuine desire to promote

customer advocacy.
- Continuously provide accurate information with a goal of exceeding customer expectations.

various medical professionals, including high profile surgeons, hospital administration, and field sales
representatives.
- Strive to be an expert Learn and maintain a strong understanding of ISI products, processes, policies and resources
- Accurately process daily order and product returns using multiple business systems
- Understand and execute on FDA and internal requirements as it relates the complaint reporting process.
- Maintain timely status of training records at all times
- Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
- Prepare and execute on various reports such as the daily backlog and billing reports
- Coordinate with various internal groups on customer issues.
- Possess a good understanding of customer and internal escalations
- Gain autonomy and advanced knowledge of workflow
- Actively identify areas for process improvement and optimization that will drive department efficiency and create

value for our customers
- Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule

adherence and other metrics as defined by management
- Maintain an appropriate level of confidentiality with regard to customer and company data
- Foster and contribute towards a positive and collaborative culture.

**Skill/Job Requirements**
- High school diploma or equivalent and minimum of three years’ experience in a fast-paced customer service, call

center, or order management role within a high technology manufacturing environment.
- CRM and ERP experience.
- Superior written and verbal communication skills.
- Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast-paced environment.
- Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining

control under limited supervision.
- Service-minded team player with a positive attitude and strong work ethic.
- Strong attention to detail and understanding of revenue recognition requirements.
- Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
- Willingness to work various shifts and days, including weekends and holidays, as the business needs.
- Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.

**Preferred Knowledge/Skills, Education, and Experience**
- Associates degree in business administration or related field.
- Experience within the life science industry.
- History of quote or order management in SAP or SFDC.
- Ability to run reports in SAP or SFDC and create pivot tables and charts.
- Understanding of customer success programs and metrics.

**Thank you**

**Job Type**: Contract

Pay: $20.00 - $28.00 per hour

Expected hours: 40 per week

**Benefits**:

- Health insurance

Experience level:

- 2 years

Shift:

- 8 hour shift
- Morning shift

Work setting:

- Call center
- In-person
- Office

**Experience**:

- order management: 2 years (required)
- Sales support: 2 years (required)
- Salesforce CRM: 2 years (required)
- customer support: 2 years (required)

Work Location: In person

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