PURPOSE OF JOB:
This role is critical to support Route 92 Medical’s efforts to fulfill customer requirements, obtain customer feedback, and supporting Route 92 Medical commercial team.
MAJOR DUTIES AND RESPONSIBILITIES:
Manage customer service staff, communicates job expectations, and performs appraisals and job reviews.
Improves customer service quality results by conducting studying, evaluating, and re-designing processes and establishing and communicating service metric and monitoring and analyzing results.
Recruit, mentor, and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment.
Issue Sales Orders based on requests from customers and internal teams.
Issue Return Material Authorizations based on requests from customers and internal teams.
Initiate and maintain customer records/files.
Communicate with customers on relevant changes (pricing, product naming, etc)
Support company internal teams by providing relevant data.
Communicate with customers and field teams to ensure the customer requirements are met.
Adhere to companies Quality Management System policies and procedures.
Support development and improvement of customer service policies and procedures.
Leader in identifying and executing customer service process improvements, keeping ahead of industry best practices in customer service.
Work with customer facing personnel to report field complaints and customer feedback in companies eQMS.
Coordinate with Operations on demonstration and evaluation products.
Support Sales Representatives on Hospital VAC and Vendor approval submissions.
REQUIRED SKILLS / EDUCATION:
Good communication, conflict resolution, attention to detail.
Able to follow internal procedures and requirements.
Good knowledge of Microsoft Office Suite.
Minimum Bachelors Degree in relevant area, or equivalent education or skills/experience
Proficient in English writing and speaking as well as general customer service principles.
REQUIRED EXPERIENCE:
Minimum 10 years of experience working in customer service.
Minimum 7 years working in the medical device industry.
Minimum 5 years of experience working with ERP systems such as Oracle NetSuite.
Minimum 5 years of people management.
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