Associate I, Customer Service & Sales Support bei None

Position Summary 

The Customer Service Associate will execute a variety of customer service activities across both Surgical and Ocular business units. In this role, you will provide clerical or administrative tasks to help optimize processing orders from customers and our sales team. Including but not limited to, assisting with resolving order, account and delivery issues. 

Essential Duties & Responsibilities 

• Answer incoming calls and basic customer questions and inquiries using computer software (via soft phone).
• Understand customer requirements, analyze, and provide appropriate clarifications and solutions.
• Route and direct specific customer inquiries to appropriate personnel, escalating to team lead and or customer service manager when needed.
• Activation and maintenance of customer accounts, as well as updating pricing in ERP.
• Process customer sales order & requisitions received via sales field ordering tools, emails, calls, and faxes.
• Ability to review/validate order requests and properly enter order details into our ERP program accurately. 
• Sales order payment processing for credit card payments
• Processing PCLs- Pricing letter confirmations and verifying customer pricing accuracy on orders vs existing pricing on account.
• Processing of consignment related orders - invoicing/billing of tissue and resolving inventory discrepancies 
• Processing order of value ad items – such as request for freezer/thermometers and nanocoolers.
• Work with the Accounts Receivables department to ensure orders are routed expeditiously. This includes setting up credit terms and resolving credit hold issues. Maintain open and efficient communication between AR and the Sales field regarding order/account holds. 
• Ability to handle/request credit & rebills for invoice correction purposes. 
• Provide support to our Commercial team (Sales & Marketing); routing sales leads. Customer inquiries, and product complaints to their respective departments. 
• Assist the Distribution Department with delivery status of shipped orders, managing delivery delays and order exceptions and as well as correcting/replacing orders as needed. Maintain open and efficient communication between Distribution and the Sales field regarding order/inventory issues.
• Assisting with (DRI) Donor Recipient Information cards processing, along with all other customer/account/sales related duties that may arise. 
• Utilize reports and tools within Salesforce.com for customer support related functions.
• Perform outbound account calls to current and prospective clients to promote products/services, generate leads, and maintain relationships.
• Conduct inside sales activities including lead follow-up, quoting, and order processing to support revenue growth. 

Quality Related Functions

• Required to escalate all product related events/report to the Quality team within a timely manner.
• Assist Quality with obtaining details on product related events.
• Complete all Quality related trainings within the required timeframe. (MasterControl, Litmos, other)

Skills & Abilities

Essential Duty Definition:

• Work cross‐functionally with key internal partners including but not limited to, Quality, Distribution, Accounts Receivable, Sales, Commercial Operations.
• Utilize multiple programs and systems across dual monitors while answering questions over the phone
• Excellent communication skills; fluent (oral/written) English.
• Proficient in Microsoft software applications: Teams, Excel, Word, PowerPoint and Outlook.
• Provide world class customer experience, ability to work under stressful situations and multi-task.
• Able to verbally express specifications by telephone and electronic communications.
• Participate in executing customer service strategies.
• Inform customers about order status, invoices and other standard information as needed. 
• Flexibility to work overtime as required, possible weekends, even on short notice.
• Ability to work varying schedules. 
• Consistent and timely adherence to assigned schedule.

Position Expertise/Qualifications 

• High School Diploma, required. 
• Associates Degree, preferred
• Salesforce CRM experience, preferred
• Sage ERP Experience, preferred
• 2 years’ in a customer service oriented environment, preferred.      

Physical Requirements