Customer Service Representative

The **Customer Service Representative I **performs accounts receivable functions at the company including receiving surgery sheets from agents, invoicing the hospital, and requesting replacement inventory shipments to consignment warehouses. Work with hospitals and reps to obtain PO's for all surgeries. Follow up on lost and broken instruments and set up returns for broken items. Provide assistance to manage U.S. accounts receivable by working with AR Specialist on payment/PO discrepancies. Review monthly commission calculations for agents.

• Schedule: **Monday to Friday
• Location: **Onsite, Draper UT
  
  

**Primary Responsibilities**

• Accounts Receivable
• Receive surgery slips, record invoice in accounting system, and submit invoices to hospitals for payment
• Set up new customers in the business software, including AP and PO contacts.
• Work with hospital and reps to obtain PO's for all inventory that was used.
• Resolve customer inquiries regarding invoices and payments
• Consignment Inventory and Company Property: Instruments and Devices
• Receive surgery slips and request Shipping Department to ship replacement inventory to consignment warehouse replenishing stock used in surgery
• Coordinate with Distribution Planning to fulfill sales requests for consignment inventory transfers, including new agents or increasing inventory levels at consignment warehouses
• Issue RMA numbers for consignment inventory requested to be shipped to Ortho Development or sales returns and process RMA's per procedure
• Sales Order Processing
• Record sales orders received from distributors, reviewing sales order for accuracy
• Initiate sales order approval process
• Maintain sales order records
• Commission and Royalty Payments
• Record invoice and sales information into commission database
• Prepare and submit commissions to manager for approval and payment on a monthly basis
• Respond to inquiries from agents and surgeons about commission payments and resolve any concerns
• Maintain commission rate schedule by agent. Commission rates are based on agent contracts with Ortho Development
• Customer Service, Marketing & Sales Support, a
  
  

nd Other Support

• Act as a liaison between customers (agents, distributors, and hospitals) and the company. Work with customers and company to resolve requests and concerns
• Report and record all customer complaints per the "Complaint Handling Procedure"
• Perform other job-related duties as assigned.
  
  

**Training and Experience**

• High School Diploma
  
  

Proficient in Word, Excel, and accounting software

Customer service demonstrating good people skills, dealing with customer complaints, and working through problems

Prioritizing and organizing records

Detail-oriented

Demonstrated accuracy in data entry and report generation

Ability to communicate and interact effectively with all levels of the organization

Self-starting, self-motivated mindset

Demonstrated interpersonal skills with ability to successfully communicate verbally and in writing

Must be able and willing to work successfully in a team environment