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Customer Support Expert II

2 months ago

Bedford, Massachusetts, United States Anika Full time

Position Overview:

The Customer Support Expert II is accountable for managing all customer orders, documentation, and activities essential to facilitate commercial operations at Anika Inc. This role involves collaboration and leadership with various internal departments to execute intricate transactions within stipulated timelines. Critical thinking and meticulous attention to detail are vital competencies. The position requires interaction with high-value clients and the International sales team.

Key Focus Areas:

  • Engage in corporate communications on behalf of the company with clients.
  • Capable of creating, editing, proofreading, and maintaining documents in accordance with Anika's regulatory standards.
  • Generate and interpret reports utilizing Excel.
  • Possess a strong understanding of the significance of adhering to shipment deadlines while juggling multiple internal responsibilities.
  • Ability to adapt priorities efficiently in a fast-paced environment.

Specific Responsibilities:

  • Develop a thorough understanding of the Anika Order Entry System.
  • Collaborate with the Logistics team on order processing and document generation.
  • Work alongside the Anika Regulatory team to establish a comprehensive Master Control document management system.
  • Assist in the prompt resolution of safety and quality concerns raised by clients or staff.
  • Support Anika's Medical Quality System and Safety and Health Program by adhering to procedures and guiding others.

Job Complexity:

This role involves addressing diverse challenges. The individual will exercise considerable judgment within generally defined practices and policies, influencing others to resolve technical issues and meet deadlines. Incorrect or delayed decisions may lead to significant setbacks or financial impacts, directly affecting the company's success. The position entails interaction with peers and management internally.

Required Qualifications:

  • Minimum of 3 years of experience in a customer service role.
  • Experience with SAP.
  • Ability to work independently.
  • Proficiency in MS Office applications.

Preferred Experience, Knowledge, and Skills:

  • Prior experience in the medical device or pharmaceutical sector.
  • Demonstrated proficiency with Microsoft Office Suite and database management systems.
  • Strong analytical and organizational capabilities.
  • Proactive in problem identification and innovative problem-solving.
  • Ability to propose creative alternatives and recommendations.
  • Exhibit high energy and a willingness to collaborate with internal resources.
  • Proven teamwork abilities and results-driven mindset.
  • Capacity to work autonomously, manage time effectively, and deliver results punctually.
  • Exceptional presentation skills, both written and in platform presentation format.