Customer Service Account Specialist

Job Type

Full-time

Description
Company Overview
Biomerics is a world-class manufacturer and innovative polymer solutions provider for the medical device and biotech industries. As a vertically integrated company, we specialize in designing, developing, and producing medical devices for diagnostic and interventional procedures. We are focused on next-generation solutions for vascular access, electrophysiology, cardiac rhythm management, neurovascular, structural heart, and cardiovascular markets.

At Biomerics, we are not just a company; we are a community. We are dedicated to our diverse employee base and believe that a strong, skilled, and engaged workforce is the foundation of our continued success. We strive to live up to the Biomerics values in all our interactions. It is an exciting time to be part of our collective team, where personal growth and development are encouraged and celebrated. There is no limit to the impact that can be achieved here at Biomerics.
We improve and advance the lives of our employees and patients who depend on our products.
At Biomerics, we believe in integrity, partnership, empowerment and accountability, trust, agility, teamwork, and excellence, and we care. Our team-oriented, customer-focused corporate culture prioritizes building strategic, mutually beneficial partnerships with customers and our team members.
Job Description
This position will be responsible for providing Customer Support to our top accounts through enterprise resource planning, report creation, leading regular customer calls, managing the Customer Service email inbox and responding to customers in a timely manner, supporting the front desk as needed, and carrying out other assigned duties at the Biomerics, Salt Lake City, UT facility. This Customer Satisfaction position creates a lasting impression of our organization to our customers, so a high level of professionalism, excellent organization skills, initiative, the ability to function successfully under pressure, and prompt customer follow-ups are required.

Job Responsibilities

• Respond and/or confirm customer purchase orders within 24 hours.
• Create and follow up on quotes, keep order shipping dates current, track complaints, ensuring thorough follow up, create and execute return authorizations for products, and answer customer questions.
• Attend regularly scheduled supply chain planning meetings with the production support team to ensure delivery schedules are met and customers are satisfied.
• Work with the Commercial team on all customer communication, e.g., pricing updates, contract issues, etc., and proactively engage with customers.
• Support developing and achieving key performance indicators for Safety, Quality, Cost, and Delivery.
• Schedule and lead regular meetings/calls with key customers to manage shipment delivery, engineering changes, complaints, business reviews, etc.
• Engage customers for quarterly or annual blanket purchase orders.
• Work with customers to obtain 12 months' rolling forecasts and update forecast reports for the planning team.
• Respond to shipping inquiries and answer order status questions.
• Be familiar with the contracts for top customers and communicate key points internally as needed to ensure we are working within contract terms.
• Verify that all customer information is correct in all customer correspondence and documentation, e.g., purchase orders, sales orders, return authorizations, etc.
• Work closely with the Quality team to Resolve customer complaints in a timely manner by identifying problems and helping coordinate corrective actions, closing the loop with complete customer follow-up.
• Create needed and/or requested reports in the enterprise resource planning software.
• Import and interpret data into Excel spreadsheets as needed.
• Stay current with training from the company's document control repository and become familiar with document searches.
• All other duties as assigned.

Requirements

• High school diploma
• 2-5 years of customer service experience is required; (In the medical device industry preferred.)
• Solid initiative and accountability.
• Results-oriented, with a proven ability to successfully prioritize and manage tasks with a sense of urgency.
• Strong interpersonal skills that demonstrate kindness and the ability to effectively communicate, both orally and written, with internal and external customers.
• Demonstrates success in conflict management and working in a team environment.
• Proficiency with data analytics, databases, and the Microsoft Office Suite.
• Proficiency in NetSuite or other enterprise resource planning software.
• Knowledge and experience working with an ISO13485 Quality Management System is a plus.

Benefits:
Medical/Dental/Vision Insurance, Short-Term Disability, Long-Term Disability, Life Insurance, Paid Vacation Days, Paid Holidays, 401k, On-site Fitness Facility.

Please, No Recruitment Agency calls or emails (we are not using recruitment services for this or any other role posted).
The salary estimates are estimates from this job board and not a guarantee from Biomerics' salary range.
Biomerics does not accept non-solicited resumes or candidate submittals from search/recruiting agencies not already on Biomerics approved agency list. Unsolicited resumes or candidate information submitted to Biomerics by search/recruiting agencies not already on Biomerics approved agency list shall become the property of Biomerics. If Biomerics subsequently hire the candidate, Biomerics shall not owe any fee to the submitting agency.