Customer Service Associate-Consignment

Job Requisition Name
Customer Service Associate-Consignment
Job Requisition No
VN7971
Work Location Name
USA - Sarasota
Worker Basis
Full Time
Worker Type
Employee
Applications Close Date
Company
BVI® is refocusing the future of vision.
As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), and spans more than 90 countries.
We've set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.
Learn more at www.bvimedical.com
Purpose
• Support customers by providing timely and relevant information. Helping to resolve questions and queries and responding to complaints
• Support the Sales organization by processing consignment reconciliations, and performing necessary follow-ups with customers
• Going the extra mile to support customers whilst maintaining an efficient, professional and courteous manner.
• Building sustainable relationships of trust through open, honest and collaborative communication both internal & external customers
• Maintain records of customer interactions, process customer orders, follow communication procedures, guidelines & policies.
Key Responsibilities

• Answer email, telephone, fax and postal enquiries from existing and potential customers efficiently.
• Ensure all customer calls/enquiries are handled within agreed timescales.
• Record information on calls received; maintain detailed and accurate records through ERP & CRM system.
• Identify opportunities to "up-sell" during customer interaction
• Process orders, return authorisations and credit note requests timely & accurately
• Identify, resolve and record customer interactions liaising with Manufacturing sites and other internal departments and locations as required
• Prioritise workload, organise own time so that deadlines are met and enquires are answered promptly or passed to the appropriate person
• Conduct regular reviews of Customers' consignment stock utilizing scans from the sales team
• Work with the sales team to find answers to customer queries and concerns regarding their consignment stock and scans conducted on site by Sales Representatives
• Upkeep Consignment Data in BVIs internal ERP and CRM
• Communicate with customers directly when discrepancies arise between physical and virtual stock held by a customer
• Process and review regular ad-hoc orders for IOL orders
• Other duties, special projects as required.

Qualification
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
• Knowledge of MS Office suite
• Knowledge of the eye and diseases of the eye
• Knowledge of Customer Service Skills & Practices
• Knowledge of company policies & processes
• Advanced Telephone skills
• Advanced keyboard accuracy
• Intermediate Excel skills
• Ability to use positive language
• Ability to balance multiple priorities
• Ability to establish and maintain effective working relationships with coworkers, managers and customers
• Ability to remain calm, especially when under pressure
• Positive interactions with members of organisation
• Time management
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
• University Degree Level education.
• Fluent professional English
• Must have excellent PC/system skills and be computer literate with the ability to learn software programs e.g. Microsoft Office and other databases (ERP Systems)
• Exceptional attention to detail & accuracy
• Strong communication & interpersonal skills
• Strong problems solving skills with high energy and adaptability
• Understand & demonstrate BVI Vision & Core Values
• Calm & consistent demeanour
• Language skills an advantage
• Demonstrable ability to work within an environment of consensus and cultural sensitivity
• Minimum 3 years Customer Service experience
• Knowledge of the Ophthalmic Industry or Medical Device Industry would be an advantage
PHYSICAL REQUIREMENTS
• Extensive use of Monitors & keyboard requiring repetitive motion of fingers.
• Extensive use of telephone and face-to-face communication requiring accurate perception of speech.
• Regular sitting for extended periods of time.
• May require occasional travel.