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Specialist Customer Service
1 month ago
Who we want –
Customer-oriented achievers.
Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
Dedicated achievers.
People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
Self-directed initiators.
People who take ownership of their work and need no prompting to drive productivity, change, and outcomes
What you will do –
Check/validate accuracy of incoming surgery product usage cases and support Sales Reps in case of product usage discrepancies
Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process/follow up with hospital about purchase orders and clarify discrepancies
Aid Reps with data entry into RepSuite system as needed
Determine when Rep support requires escalation based on complexity of request and priority level of need
Be the customer-facing voice and develop creative solutions to customer issues and provide proactive updates on order status to accelerate billing process
Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required
Determine when hospital request requires escalation, based on complexity of request or high priority need and solve customer complaints and document them in the CRM system
Participate in the training and onboarding of Customer Service Representatives.
Provide phone support for inquiries from sales and healthcare professionals, inclusive of escalated cases.
Engage, interact, and respond in a prompt, accurate, courteous and poised manner in order to encourage positive business relationships
Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
Prepare product or service reports by collecting and analyzing customer information.
Maintain customer pricing in systems of record, including entering contracts as required.
Implement/support Quality initiatives throughout branch and procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
What you need –
5+ years of relevant work experience – required
High school diploma or equivalent – required
SAP experience – preferred
Microsoft suite and ERP experience – preferred
Provide support beyond standard hours as needed if call volume and/or workload require additional time
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