What are the responsibilities and job description for the Support Services Representative position at Exergen Corporation?
Exergen Corporation is the recognized world leader in medical non-invasive temperature technology. Exergen invented and manufactures non-invasive temperature measurement devices providing lower cost, higher accuracy, less invasiveness, and greater reliability than ever previously possible.
Our Temporal Scanner™ is the most efficacious, non-invasive thermometer ever created. Exergen holds over 100 issued and pending U.S. and foreign patents and is the only manufacturer of retail medical thermometers in the U.S. Presently, half of hospitals and pediatricians currently use the Exergen Temporal Scanner, and well over 12 million consumers use one at home.
Founded by Harvard research scientist, Dr. Francesco Pompei, over three decades ago, Exergen Corporation is based in Watertown, Massachusetts, USA.
Support Services Representative
Essential Functions & Responsibilities
Under direct supervision, provides front-line support for customer inquiries, order processing, and assists in serving as an in-house resource for the sales operation.
- Respond to customer inquiries via phone and email
- Process all direct orders received via EDI, e-mail, fax, and phone in our ERP system
- Document customer complaints and feedback
- Process Return Material Authorizations
- Maintain excellent customer relations
- Follow-up with customers on any PO discrepancies, Backorders, and Confirmations
- Interact with multiple departments (Sales, Marketing, Shipping, Finance, Production etc.)
- Misc. administrative duties (i.e. filing, scanning, archiving, etc.)
- Adhere to the Company’s Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures
- Assist and provide customer with product solutions, recommendations, and troubleshooting methods
- Perform other work-related duties as assigned
Qualifications / Experience Requirements
· Experience: Background in customer service, preferably in a medical device, pharmaceutical equivalent or combination of education and experience
· Technical proficiency: Strong skills in Microsoft Office Suite, ERP Systems or relevant software.
· Soft Skills: Excellent in verbal and written communication skills with problem solving and organizational abilities.
· Education: Highschool Diploma or equivalent
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