Sr Customer Care Agent

1 month ago

Minneapolis, United States Mozarc Medical Full time

Sr Customer Care Agent (Hybrid in Minneapolis)

Minneapolis, MN, USA

Req #353 Monday, July 22, 2024 At Mozarc Medical, our vision is to reimagine the future of holistic kidney health technology. Established in 2023 out of equal investments from DaVita, a leading provider of kidney care services, and Medtronic, one of the world’s largest medical device companies, Mozarc Medical offers an exciting and unique start-up experience backed by the support of two long-time industry and market leaders. Driven by our mission and values, we put our patients at the center of all we do. Our employees play a key role in developing technology solutions that enrich patients’ lives and create meaningful progress in the treatment of kidney disease. Find your purpose and passion at Mozarc Medical. Position Title:

Sr Customer Care Agent (Hybrid in Minneapolis) A Day in the Life

The Customer Care Agent has a key role in supporting Mozarc’s commercial strategy across all of our business sectors. The person is responsible for providing the best customer experience to external and internal customers, while operating within company guidelines and ensuring that the needs of all customers are met in a timely, comprehensive manner.

This position also plays an important role in supporting business initiatives by ensuring our ability to supply to customers timely information and feedback. The person manages the transactional customer experience from order management (order entry, order status communication, and invoicing) to directing calls for Mozarc assistance in Service and Repair, Quality, or other areas of need. The individual will ensure a consistent high standard in meeting customers' and Commercial teams' needs. Responsibilities Represents company to external and internal customers, answers order-related questions, tracks shipments, interprets and clarifies customer orders, takes and enters orders into the ERP, and when necessary may connect customers to appropriate support or field staff. Answers the phone in English representing Mozarc Manage EDI orders, correct any data as needed and ensure transactions flow seamlessly Process customer credits, returns, and follows Mozarc’s policies and guidelines for approvals Properly documents product complaints, service request and inquiries generated by customers or Sales team. Possesses basic understanding and knowledge of products supported and service lines. Direct complex technical issues to appropriate Mozarc personnel (Service Technicians, Field Service Representatives, or another proper person/department). Issues Return Material Authorization (RMA) to return reported serialized product for service and/or exchanges and performs follow up on open RMA. Process billing documents as necessary and resolve disputes when raised through credit and collections. Contribute to the update and maintenance or work instructions and procedures, as required process parts replenishment order for Service Center and Field Technicians. Must Have: Requires a Bachelor degree and minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience. Nice to have: Fluency in additional languages (i.e. Spanish, etc) Strong verbal and written communications skills ERP system experience SAP Med device or Pharma experience is preferred Thrive in a fast-paced work environment Able to prioritize in a constantly changing environment. Demonstrated ability to work effectively with cross-functional partners. Strong ability to think analytically while being efficient in executing tasks tactically. Strong organizational skills Thorough in follow-ups Ability to provide proactive solutions to customer issues Proficient in Microsoft Office applications (Excel, Access, Word). Ability to learn and retain product, process and policy information Why Work with Us? Working here is highly rewarding – we have the privilege of helping kidney patients experience greater freedom, improved outcomes and a renewed passion for life. It’s essential our team members feel valued, supported and empowered too. That’s why we provide a comprehensive total rewards package and opportunities to grow, develop and give back to the communities where we live and work – helping you reach your potential and enjoy a career full of life-changing possibilities. Physical Job Requirements The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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