Associate Customer Service Representative

2 weeks ago

Mansfield, United States NextPhase Medical Devices Full time

NextPhase Medical Devices LLC is a fast-growing, engineering design contract manufacturer of single-use and electromechanical medical devices, with facilities in Rochester, NH, Mansfield, MA, Waldwick, NJ, and Tijuana, Mexico.

Based in our Mansfield, MA facility, this unique position may offer the person in this role great growth opportunities, pending performance, in Customer Service, Supply Chain, or Operations. This exciting role will own the front reception area of the site, greet visitors to the facility, arrange meetings, and organize special company events. The importance of this part of the role is paramount to ensuring everyone arrives and receives a positive first impression. While working from a comfortable setting in our lobby, the Associate Customer Service Representative / Buyer will perform various Customer Service and Supply Chain activities as shown below, developing a strong skillset in our operating procedures and our ERP platform and becoming an integral part of our Customer Service and Supply Chain teams.

**Duties & Responsibilities include**:
Customer Activity
- Greet visitors to NextPhase and own the visitor reception area
- Coordinate and deliver certain customer quotations
- Coordinate lunches as needed for key visitors, maintain “customer fridge”

Customer Service & Returns
- Accurately identify customer needs and opportunities and implement solutions in a timely manner
- Become a functional user of DelmiaWorks ERP System
- Process customer purchase orders and change orders
- Respond to order status requests and proactively communicate any potential delays, proactively
- Maintain dates in ERP system to ensure accurate revenue depiction and MRP actions
- Scan RGA forms and support RGA process
- Filing for Customer Service and Finance
- Generation of various customer service reports in the ERP system, Excel, PowerPoint, etc.

Supply Chain
- Become a functional user of DelmiaWorks, our ERP system
- Supplier Purchase Order confirmation follow-up
- Follow up on supplier quotes
- Following up on open order reports with suppliers
- Placing purchase orders to support the team
- Run various Supply Chain Reports
- Take direction from the Materials Manager and Buyers on other requests
- Work and coordinate activity with other departments as required

Other
- Provide support to other business leaders

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

**Skills & Abilities Required**:

- Ability to communicate effectively with internal team members and external customers
- Ability to always remain professional and courteous with customers
- Ability to prioritize tasks and quickly adjust in a rapidly changing environment
- Demonstrated analytical skills with developed attention to detail
- Demonstrated experience defining and solving problems in a cross-functional environment, collecting data, establishing the facts, drawing valid conclusions, and delivering solutions
- Experience with ERP systems beneficial
- Experience and proficiency with the Microsoft Office Suite beneficial (basic Excel knowledge required)
- Demonstrated task and time management responsibility
- Understand, support, and comply with the Company Quality System requirements
- Maintain a safe and clean work environment
- Knowledge of customer service terminology, methods, and tools
- Ability to escalate issues as required
- Ability to work under pressure and tight timelines
- Work with a sense of urgency

**Education & Experience**:

- High school diploma or equivalent required. Associate’s or Bachelor’s degree preferred
- Two (2) years experience in Customer Service or a comparable customer-focused role in a Manufacturing environment preferred.
- Medical device manufacturing environment experience preferred
- Proficient English language reading, comprehension, speaking, and writing skills required
- Experience with FDA and ISO-13485 design and/or manufacturing environment beneficial

**Physical Demands**:

- Sitting, working at a computer for long time periods
- Ability to hear aided or unaided to communicate on the phone with customers
- Full range of motion for wrist, hand, and finger dexterity
- Ability to open lobby doors for visitors who need assistance

On-Site/Remote Attendance: This position requires 100% on-site attendance.

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