Customer Service Representative

CUSTOMER OPERATIONS REPRESENTATIVE

Avante Health Solutions makes it easier and more affordable for every hospital, clinic, and medical practice to have the very best equipment, supplies, and service. Join a growing company genuinely committed to making a difference for our customers and their patients!

POSITION SUMMARY
As a member of the Customer Operations team, the primary responsibility for the Customer Operations Representative is to provide exceptional Customer Service to Avante Patient Monitoring customer base for all parts, probe repair, depot repair, and service requests while also providing support to the sales and service teams.

The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
POSITION RESPONSIBILITIES(Essential Job Functions)

• Answers incoming customer calls, provides professional and quality responses and recommendations to customers based on their needs, fields customer questions regarding Ultrasound processes and capabilities.
• Creates and disperses quotations or advises on pricing and availability to customers and/or sales representatives for parts, probes, probe or depot repairs, and loaner systems and probes.
• Creates and disperses quotations for onsite service needs using information provided by FSE, internal technical support, sales, etc.
• Works with Customers, Field Service Engineers (FSEs), in-house technicians, Sales Representatives, and other Customer Operations Representatives to move all order types to completion and invoicing.
• Follows up on missing or invalid Purchase Orders provided by customers, involves additional parties, such as Sales Representatives or Field Service Engineers, as needed.
• Converts won quotes into sales or service orders; follows up on shipments or service orders to confirm customer satisfaction and adds comments to the associated order. Involves other parties as needed.
• Determines contract eligibility of service/repair event or purchase, by reviewing provided serial number and active customer contracts.
• Ensures orders entered in Enterprise Resource Planning (ERP) software (i.e. Acumatica) are entered accurately, including but not limited to pricing, ship to information, part numbers, contract affiliation, T&L hours, and bill to information.
• Works directly with sourcing department to source any needed parts, probes, or loaner equipment for customers or service needs.
• Follows up and processes all non-conforming items.
• Maintains the outstanding loaner list by following up with customers or sales representatives on probe repair transactions in various states of approval, i.e., awaiting approval, awaiting receipt, or awaiting loaner.
• Works closely with the Customer Administration Management (CAM) team on billing and payment questions and new Business Account review or customer conversion.
• Sets up new Business Accounts for Ultrasound orders using ERP software.
• Works directly with customers to obtain Terms and Conditions signoff, credit applications, sales tax exemption forms, and any other necessary information to initiate and complete order processes.
• Notifies CAM team of new Business Account set up, and requests customer review
• Identifies areas to reduce costs within processes and escalates to management as needed.
• Notifies QC team of quality issues reported by a customer; subsequently works with the customer to resolve issues and schedule follow up, if necessary.
• Complies with policies, guidelines, and regulatory requirements per ISO: 13485 2016 standards and the Company’s Quality Management System.
• Demonstrates excellent communication skills to receive and convey information clearly and effectively at all levels of the organization.
• Possesses excellent interpersonal skills to interact effectively with staff, vendors and guests.
• Helps to identify continuous improvement in purchasing and administrative processes and offers solutions to promote efficiency as Avante continues to grow.
• Works professionally and efficiently with all levels within the organization.
• Adheres to all company employment policies and safe practices.
• Performs other duties as assigned.

POSITION REQUIREMENTS
A cover letter and resume are required to apply for this position.

Education/Experience:

• High School diploma required; Bachelor’s degree in communications or a similar (relevant) course of study preferred
• At least 1 year of Customer Service, sales, or similar experience in a professional work environment required; at least 3 years of Customer Service experience preferred
• Strong working knowledge of an ERP preferred

Benefits and Compensation:

• Schedule: M-F,
• Available shifts are : (one hour lunch)

6am - 3pm

7am - 4pm
8am - 5pm

Hourly rate commensurate with experience

• Comprehensive benefits package including medical, dental, vision, life, 401k, paid time off, holidays and more

Avante Health Solutions is committed to a respectful and purposeful work environment; this includes each team member taking responsibility for the greater good of the company and its goal to provide exceptional products and services and to create a sustainable future for the company and its employee. Each team member is expected to strive for excellence in all aspects of their work, as well as actively engage in productive work.

Additionally, Avante Health Solutions is an Equal Opportunity Employer; we proudly promote a diverse workforce and do not discriminate. We encourage all employees and applicants who meet the position requirements to apply for advancement within the organization regardless of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Harassment or inappropriate behavior of any kind is not tolerated and could be grounds for termination.

If assistance or accommodation due to a disability is needed, please discuss it with the hiring manager.

Job Type: Full-time

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person