Customer Service Representative in Borehamwood

Overview

The Customer Service Representative is the main contact for customers, field sales and distributor reps through order entry and telephone support by performing the following duties.

Responsibilities

• Receive orders by phone, fax, or e-mail. Process incoming orders for products within 24 hours.
• Schedule loaners and coordinate surgery coverage.
• Ensure loaners are returned promptly after surgery.
• Assist sales group with obtaining purchase orders from hospitals.
• Process proposals/quote requests from field sales.
• Track shipped orders and resolve late shipments.
• Notify accounting to bill for lost/damaged equipment.
• Order placement and order management of Human Tissue products as defined by existing regulations and procedures.
• Overview of customers ordering and using Human Tissue products to ensure full compliance with existing regulations and procedures.
• Determine appropriate pricing, terms and shipping method for products by following Company guidelines.
• Enter and/or update all pertinent data regarding complaints, customer information or change orders.
• Resolve routine customer complaints with product upgrades or price adjustments as required.
• Resolve issues with customers concerning order status, credit and shipping problems.
• Fulfill literature and other requests for information.
• Advise Regulatory Affairs of priority complaints or those that involve regulatory agencies such as the FDA.
• Perform duties in compliance with applicable FDA and state regulations as well as standards including, but not limited to, ISO 13485.
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications

• Good communication skills and speaks fluent English.
• Ability to work independently, a hands-on mentality and a highly customer service oriented approach.
• Accurate and able to find effective and creative solutions to solve logistic problems.
• Experience with SAP modules or other relevant software packages as well as MS Office.

Our values

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.
• Customer Focused: We listen to our customers\’ needs and respond with a sense of urgency.
• Teamwork: We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.
• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.