Role and Responsibilities

• Manage large amounts of incoming calls and emails.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Keep records of customer interactions, process customer orders/request and file documents.
• Processing of orders and requests while determining the best method of shipment.
• Keep accurate records and documentation of all transactions involved using Wisys/Agility and Exact Macola.
• Contact customers regarding missing or extra implants/instruments.
• Contact customers regarding specific needs to ensure their request are processed properly.
• Accurate monitoring and storage of inventory.
• Supporting the sales force through the providing of technical information.
• Providing tray/set availability to customers.
• Must report defective materials or questionable conditions to the department supervisor.
• Maintain the work area in a clean and orderly condition and follow prescribed regulations.
• Support the shipment of goods produced and the received goods and supplies to be used in or to aid in the production/storage of goods destined for sale to our customer base.
• Work with purchasing, receiving, and operations departments to monitor status of back ordered products.
• Working in coordination with the purchasing department to ensure there is the stock required to build sets, and fill inventory requests.
• Perform misc. tasks as required to help meet needs of business.

• High school diploma or equivalent; some college coursework preferred.
• Strong attention to detail and a detail-oriented mindset.
• Tidy, careful, and strong work ethic.
• Ability to lift up to 50 lbs and stand for extended periods of time.
• Excellent communication and interpersonal skills.
• Proficient computer skills, including experience with ERP systems and Microsoft Office Suite.
• Previous customer service experience preferred.
• Knowledge of medical device industry practices is a plus.

• Regularly required to sit at a desk for long periods of time.
• Must be able to move around large areas.
• This role may require standing for extended periods.
• May need to lift objects weighing up to 50 lbs.
• Must be able to view computer screens over long periods of time.