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Customer Service Representative
Location: Sunnyvale, CA - Hybrid 3 days onsite (Tuesday - Thursday)
Reports To: Supervisor, US Customer Service
Position Description
Are you inspired by innovation, talent and technology? Do you thrive in a customer centric environment? If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world. We are the company behind the da Vinci Surgical System. This elegant, robotic tour de force enables skilled surgeons to provide a precise, minimally invasive alternative to open
(large incision) surgery. Our surgical systems have literally touched the lives of more than three million people worldwide. By employing some of the finest robotics, engineering and medical minds in the world, we're building something very real, with real value to human life. We're on our fourth-generation da Vinci Surgical System. And we're just getting started.
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.
Professionally handle inquires through phone, email, and chat while developing strong working relationships with 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.
Knowledge and understanding of phone, email, chat, and social media platforms utilized in contact centers.
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.
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