Customer Service Specialist

2 months ago

Irving, United States Astura Medical Full time

Job Type

Full-time

Description

Company Profile:

Astura Medical is a startup medical device company focused on the development and distribution of implantable devices. Astura Medical is in the process of assembling a team of highly motivated individuals to commercialize an innovative platform for devices to be distributed through mature distribution channels. Individuals involved in the early stages of the company will be exposed to many different responsibilities and those who excel will have the opportunity for rapid professional growth.

Job Description:

The Customer Service Specialist will serve as the main line of communication between the distributors and sales force and the internal operations team. This position facilitates the various roles that complete the sales lifecycle from onboarding, building surgical kits and returns, and approval to processing complete sales transactions. There are eight (8) areas of specialization that make up the Customer Service department and the end goal is to learn multiple areas in the first year. Some positions include 1-2 specializations in on customer service specialist role.

Job Responsibilities:

•Administration of the distributor and sales onboarding process, including the preparation and distribution of various approval and legal documents.

•Processing and communication of sales orders and inventory requests

•Management of outstanding purchase orders

•Processing requests for product, literature, shipping label, tracking, and other data

•Coordinating the transfer and delivery of inventory

•Handling returns and field inventory discrepancies

•Collaboration with internal departments such as Materials to ensure systems data is correct

Areas of Specialization:

Onboarding:

•Ensuring a seamless onboarding experience for new distributors.

•Sends documentation (Material Transfer Agreements, Distributor Approval Forms, Distributor Sales Agreements) and collects the signed documents via DocuSign, proper electronic filing, and communicates completion to Sales VPs.

•Facilitates setting up new accounts in the ERP system and portal and administers new distributor training.

•Assists in ERP price lists, billing addresses and contacts that are connected to the distributor account for surgeons, hospitals, and commissions.

•First level support for the distributors when they have customer portal questions, issues, or errors.

Sets:

•Review surgery set requests and submit them to management for approval

•Submit order and partner with warehouse to complete order

•Book air cargo flights for set shipment

•Maintain communication with distributor concerning set requests and shipping information

RMA's and FID's:

•Process all return/ swap request for distributors

•Communicate with distributors when their returns are discrepant and work to have inventory reconciled.

•Process all defective parts following FDA and Quality control guidelines.

Torque Handle Swaps:

•Generate RMA to return surgical handle in need of calibration for compliance with FDA regulation

•Send replacement handles to distributor

•Maintain Log of handle to ensure calibration is being initiated with the regulated time frame.

Biologics:

•Receive and submit order for private label Biologics

•Maintain sales log of Biologics sent out.

•Process all hospital direct order and generate sales orders to invoice.

Loaner Consignment/Inventory Management:

•Maintain an accurate log of consigned and loaner sets in the field

•Alert distributors to loaners' due dates and anticipated fees if not returned

•Partner with operations manger to maintain accurate reports of inventory in the field and call back any sets upon request.

Sales Orders/Purchase Orders:

•Receive and process sales order submitted through the customer portal

•Submit restock orders

•Receive, cross reference and apply Purchase Order (PO) to corresponding sales orders

•Asist with PO discrepancies by reaching out to hospitals and distributors.

Assist with customer portal issues and sales order corrections

What We Offer

  • 100% paid Benefits that include Medical, Dental, Vision, STD, and Life supplement
  • 10-days PTO that increases each year employed
  • 3-days Sick / 2-days Inclement Weather pay
  • 401k matching up to 3%
  • Free breakfast each Friday
  • Career growth and stewardship for all positions
  • Casual dress code environment

Non-exempt hourly rate:

$21.00 - $23.00/hr.

Location:

Irving, TX

Requirements

Qualifications:

•Creative thinker and problem solver

•Expert-level computer and software skills

•Advanced-level understanding Microsoft Office products, including Outlook and Excel

•Experience with ERP Software-SAP is a plus

•Excellent verbal and written communication skills

•Excellent organizational skills

Education and Experience:

•Minimum of 3 years in all job responsibilities listed above
•Some college or bachelor's degree is preferred, or equivalent experience

•Medical device experience is a plus

Salary Description

$21.00 - $23.00 / hour

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