Customer Service Representative II

About This Role

This role primarily focuses on managing the customer order to cash process, handling inbound calls and electronic inquiries, and supporting related customer needs for US franchises.

Responsibilities

• Facilitate and manage all aspects of the customer order to cash process, focusing on orders and returns across a diverse US customer base
• Timely and successful handling of inbound call volume and all electronic inquiries (email, e-fax, web submissions)
• Support order requests and other customer needs for Neuromodulation and Cardiac Surgery US franchises
• Maintain positive and productive customer-centric relationships with all constituents
• Proactively provide timely and effective communications to internal partners and external customers/accounts
• Process requests from customers and sales teams including orders, returns, product movement, pricing inquiries, and data analysis
• Coordinate inventory movement in the field, including trunk stock, consignment, and programming inventory
• Communicate with internal counterparts across departments such as Accounting, Quality, Supply Chain, and Sales teams
• Facilitate returned goods and credit processes related to customer product returns
• Coordinate with global offices for inter-company shipments and returns

Requirements

• High School Diploma
• 1+ years customer service experience with a leading organization
• Intuitive customer focused mindset
• Enthusiastic and collaborative team oriented aptitude
• Strong interpersonal skills
• Self-starter, strategic thinker, able to work independently
• Acute problem solving aptitude
• Solid execution capabilities, manage multiple priorities, attention to detail
• Detail oriented, balancing numerous business initiatives
• High level of technical proficiency across multiple systems & platforms
• Solid technical proficiency with MS Office Suite, especially Excel
• Demonstrated proficiency working within the SAP Sales & Distribution module

Qualifications

• High School Diploma required, with a strong preference for a relevant BS Degree
• 1 or more years of substantive customer service experience

Nice to Have

• Relevant BS Degree
• Healthcare customer service experience in medical/medical device/pharmaceutical environment
• Experience in banking and financial sector customer service

Skills

* Required skills

Benefits