Customer Care Representative (Must Have 2 Yrs Exp in Customer Care with Medical Device or Pharma)

Job Description

Provide exceptional levels of customer care that meet or exceed all internal and external customer expectations through effective use of contact handling skills and techniques. Responsible for meeting business objectives and targets as defined for this position.

Primary Responsibilities and Duties

• Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates.
• Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. Input customer orders received via all contact methods.
• Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.
• Process requests for credit, rebill and returns as needed.
• Work with Supply Chain to support on-time delivery and other company KPI’s. Meet or exceed established order accuracy and turn-around standards.
• Handle all customer contacts in a professional and courteous manner.
• Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies.
• Manage short supply situations, backorders and manual allocations as required.
• Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts.
• Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.
• Ensure that all potentially serious incidents are raised to the appropriate levels of Management.
• Support promotional sales campaigns and product launches.
• Resolve service complaints to the satisfaction of the customer within established company guidelines.
• Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• Participate in other projects as required.
• Participate in and contribute to Team Meetings.
• Provide support to other team members as needed.
• Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
• Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

Values

• We do what is right
• We are all accountable
• We thrive on innovation and demand quality
• We learn to improve every day

Leadership Commitments

• Be bold and strategic
• Remove obstacles and empower others
• Deliver results that matter
• Debate and decide, then commit and go
• Win as one client
• Have the courage to iterate, try new things and embrace change

Mindset

• The best way to help customers and patients is to truly know them
• Challenges are opportunities to grow and improve
• Inclusion and diversity make us a stronger team
• Speaking up builds trust and gets to better outcomes faster