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Form of workJob Description
The Customer Service Specialist is the first point of contact to ensure high quality services to our customers. This position is responsible for investigating, resolving complex issues and processes regarding expediting orders, complaints, and product inquiries.
ESSENTIAL JOB FUNCTIONS:
1. Understands, supports and follows the Corporate Vision, Mission & Values Statements.
2. Understands, follows and supports internal quality system policies, procedures and applicable external regulations.
• Ensures compliance with export and global medical device regulations. Prepares all export documentations and record filing.
3. Acts as liaison between our America management and dealers/distributors.
• Communicates with appropriate parties within the company to resolve complaints, problems, returns, and repair issues in an efficient and professional manner.
• Assists the internal sales force and dealers in resolving complex customer issues.
4. Answers the phone and processes orders.
• Addresses customer issues and responds to their requests in a timely manner.
• Issues quotes.
• Issues RGA numbers and processes returns.
5. Compiles department activities and reports them to higher management.
• Maintains critical databases, such as the Customer Maintenance Files.
6. Assists the Accounts Receivable to resolve credit and collection issues.
7. Works with the Inventory Control Department: coordinates consignments, leased equipment, and trial and sets.
8. Documents and maintains current Customer Service procedures.
9. Sources new sales opportunities through inbound lead follow-up, outbound cold calls, emails and data analyses
10. Teams up with channel partners (Regional Business Managers, sales reps, etc.) to build pipelines and close deals.
KNOWLEDGE, SKILLS AND ABILITIES:
1. Ability to use computer applications related to work, including Word, Excel, Outlook and Power Point
2. Excellent verbal and written communication skills
3. Pleasant telephone speaking voice in dealing with customers and the general public
4. Ability to multitask with accuracy in a fast-paced environment
5. Must be fully bilingual in both English and Spanish
6. Prefer someone with medical device industry experience, though not essential
