The Customer Service Representative will primarily be responsible for supporting Medartis Customers and Sales Team Members by receiving and processing orders in a timely and accurate manner, understanding Medartis product, matching purchase orders for invoicing, resolving issues, and updating account information in SAP. Working closely with our external customers, internal customer (sales), operations, logistics, finance and marketing event teams, this role is the initial contact point for our customers and our sales team. This position requires the ability to develop strong working relationships with all customers.

Responsibilities

• Manages difficult customer situations, responding promptly to resolve customer needs

• Responds to Customers and Sales Team requests for service and assistance, meeting timelines and commitments

• Receives orders via phone, fax, or e-mail for orthopedic procedures and enters them into SAP accurately, with a sense of urgency

• Synthesizes complex and diverse information in order to research issues, resolve complaints, and support data requests

• Able to work in a fast-paced environment, adapting quickly to changes, competing demands, or unexpected events

• Provides vendor set-up information to client hospitals and/or sales representatives

• Within SAP, creates and manages customer account information, pricing, discounts, rebates, invoicing and credits

• Verify contract pricing and/or charges for services

• Makes adjustments based on complaints concerning billing or services rendered after proper investigation

• Completes electronic payment forms, records change of address notifications, and issues discontinuance orders

• Presents innovative approaches, ideas and suggestions to improve customer experience and work processes

• Strong and Respectful Communications- Building relationships with customers and Sales team, gathering Purchas Orders in a timely manner, along with able to address outstanding surgery cases that have not received Purchase Orders

Competencies:

• Excellent interpersonal skills; excellent communication skills (oral and written)

• Sharp attention to detail

• Works with a sense of urgency

• Highly organized and able to prioritize tasks and time

• Strong customer service orientation (internal & external)

• Must have the ability to develop strong working relationships throughout all internal/external levels of the organization

• A self-starter with the ability to work independently and autonomously

• Ability to work in a matrix environment and team structure

• Strong quantitative and analytical skills; able to calculate figures and amounts

• Demonstrated time management, planning and organizing skills

• Able to multi-task on various tasks

• Understand Orthopedic procedures

Requirements

• High School Diploma Required

• At least 2 years of relevant sales support / data entry / invoicing experience

• Proficient computer skills, specifically with Microsoft Office products

• Experience with SAP (strongly preferred) or other major ERP system

• Demonstrated quantitative skills and able to calculate figures and amounts

• Highly organized and able to prioritize tasks and time