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.
1 day ago