Field Asset Representative

About the Company

Medartis combines innovative solutions with skilled professionals to be the provider of choice in orthopaedics. Founded in 1997 and headquartered in Basel, Switzerland, the Medartis Group is one of the world's leading manufacturers and providers of medical devices for the surgical fixation of bone fractures in the upper and lower extremities, as well as the craniomaxillofacial region. The company employs around 1,400 people across its 13 locations and sells its products in over 50 countries worldwide.

About the Role

The Field Asset Representative is responsible for supporting the Medartis Sales Force by managing all aspects of set requests in a timely and accurate manner. This includes coordinating the shipment and movement of sets between Medartis customers, sales reps, and distributor sites. The role also involves providing shipping labels, tracking, movement, and monitoring all field sets. Working closely with external customers, internal customers (sales), logistics, and distribution teams, this role serves as the initial contact point for customers and the sales team for all set needs. The position requires the ability to develop strong working relationships with all customers.

Responsibilities

• Managing difficult customer situations and promptly resolving their needs
• Responding to customer and sales team requests for service and assistance within set timelines
• Accurately processing set requests received via email with a sense of urgency
• Working in a fast-paced environment, swiftly adapting to changes, competing demands, or unexpected events
• Demonstrating strong, professional, and respectful communication via email and phone with both internal and external customers
• Writing clear and informative communications while maintaining accuracy
• Focusing on conflict resolution rather than assigning blame, maintaining confidentiality, listening to others without interrupting, keeping emotions in check, being open to others' ideas, and trying new things
• Displaying willingness to make decisions, exercising sound and accurate judgment, and providing support and reasoning for decisions, while also involving appropriate people in the decision-making process and making timely decisions
• Synthesizing complex and diverse information, gathering and researching data, and using intuition and experience to resolve issues
• Monitoring and supporting customers and sales team with movement of inventory
• Demonstrating original thinking and creativity, meeting challenges with resourcefulness, generating suggestions for improving work, developing innovative approaches and ideas, and presenting information in a manner that captures others' attention
• Performing customer set reservations and communicating shipping data to the customer as required
• Picking, packing, shipping, and verifying orders as required

Requirements

• 3+ years of customer service experience or equivalent required
• Experience in a medical device environment is a plus
• Detail-oriented and good organizational skills required
• Excellent interpersonal skills; excellent communication skills (oral and written)
• Sharp attention to detail
• Works with a sense of urgency
• Highly organized and able to prioritize tasks and time
• Strong customer service orientation (internal & external)
• Ability to develop strong working relationships throughout all internal/external levels of the organization
• A self-starter with the ability to work independently and autonomously
• Ability to work in a matrix environment and team structure
• Strong quantitative and analytical skills; able to calculate figures and amounts
• Demonstrated time management, planning, and organizing skills
• Able to multi-task on various tasks and manage time effectively
• High School Diploma or equivalent required
• Proficient computer skills, specifically with Microsoft Office products
• Proficiency with MS Excel and data analysis preferred
• Experience with SAP (strongly preferred) or other major ERP system