SUMMARY

Under the direction of the Operations Manager – MedTech, the Customer Service Representative is engaged in handling orders, telephone, and other inquiries from customers. Complies with customer service policies and procedures to ensure consistent customer service and satisfaction to our medical customers. Recommends corrective action, maintains records regarding customer requests and determines work procedures/schedules to expedite workflow. Provides support to outside salespeople on key customer accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for communicating customer specifications and requirements to engineering / estimators, i,e, Request for Quote (RFQ).

• Responsible for handling every aspect of a customer’s purchase order, including, but not limited to, the timely verification of data and accurate entry of order information into the order entry systems.

• Works with purchasing and production personnel as required to define delivery dates, communicate delivery commitment to customers and follow-up with written acknowledgements.

• Serves as customer advocate driving improvements in service levels as needed.
• Acts as a point of contact for the field sales team to identify, investigate and clarify problems and determine quick and effective resolutions.

• Communicates proper billing terms, agreements and conditions to Accounts Receivable. In some cases (i.e. government contracts) processes invoices.

• Handles Return Merchandise Authorization (RMA)’s and credits through the accurate and timely entry of data into the Customer Relationship Management (CRM) data base.

• Provides and monitors the metric for on-time delivery, order fulfillment and cycle time. Ensures continued improvement of service levels and provides corrective actions to sustain customer service levels.

• Supports continuous improvement efforts as required.

• Maintains overall service continuity between customer service / inside sales, outside sales, engineering and operational personnel to ensure that customer service levels are maintained.
• Manages special projects as assigned by manager.
• Remains accountable for all commitments made.
• Confirms quotes through data base with customers.
• Performs all other duties as assigned or needed.

WORKING CONDITIONS AND PHYSICAL EFFORT

The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands/Efforts

• Position requires the ability to speak and hear clearly. 
• Frequent use of hands required for writing and use of computers, handling papers and reports, stock items and occasionally product.
• Ability to stand, walk and sit required.  Occasional need to reach above shoulder level.

Visual Demands

• Frequently work must be performed that requires close vision with clear vision at 20 inches or less.

Work Environment:

• This position is frequently performed sitting at a desk/cubicle, but employee must also walk through the entire facility including the production floor as needed. 
• This position may be performed in a manufacturing environment and as such the employee may on occasion be exposed to work near moving mechanical parts.
• The position is seldom required to work in high places; or cold, hot, dirty or dusty locations.
• The employee is seldom exposed to fumes or airborne dust.
• The noise level in the work environment is moderate and includes computers, printers and light foot traffic. 

• Employees are expected to comply with existing safety procedures including proper lifting mechanics, use of protective gear as required and maintaining a safe work environment.

OTHER JOB-SPECIFIC REQUIREMENTS

• Excellent organizational skills.
• Detail oriented and accurate with input.
• Good written and verbal communications skills.
• Strong customer relations skills.