Medacta® is a Swiss-based orthopedic company founded in 1999, renowned for its innovative products and surgical techniques. Notably, they pioneered the Anterior Minimally Invasive Surgery (AMIS®) technique for hip replacements, MyKA™ Kinematic Alignment Platform for knee replacement, and NextAR™ Augmented Reality Surgical Platform for use in shoulder, spine, and knee procedures. Leveraging their extensive orthopedic expertise, Medacta introduced MySolutions technology, which provides surgeons with highly personalized pre-operative planning and implant placement methodologies. Utilizing advanced personalized kinematic models and 3D planning tools, MySolutions enhances surgical precision in hip, knee, shoulder, and spine procedures. Medacta's blend of orthopedic expertise and cutting-edge technology drives continual advancements in the field, enhancing patient care worldwide.

 

Educational Requirements:

High School degree plus previous Customer Service experience. Bachelor’s Degree preferred.

 

Experience Requirements:

A minimum of 2 years’ experience in customer service.

 

Required Skills and Abilities:

• Excellent written and oral communication skills.
• Strong attention to detail; demonstrated sense of urgency.
• Strong computer skills including Microsoft office with emphasis on excel (beginner)
• Experience with databases/ERP systems such as Microsoft Dynamics NAV (Navision)
• Physical Requirements:
  • Sitting: Extended periods at a desk or workstation.
  • Standing and Walking: Frequent movement within the office.
  • Lifting and Carrying: Light to moderate lifting of office materials, supplies, etc.

Additional tasks may require reaching, manual dexterity, and visual acuity.

 

External: Sales Distributors, Non-Direct Sales Agents, FedEx, Couriers

Internal: Direct Sales Reps, Area Directors, Product Marketing, Product Development, Customer Service, Warehouse Operations, Medical Education & Clinical Research, Human Resources, Finance and Medacta International Personnel worldwide.

Travel requirements: N/A (potential for a one-off Memphis Visit or Learning Center)

Extent of Confidential Information: HIPPA Compliant Patient Information

Reporting: Occasional loaner order/kit historical demand reporting for Product Marketing, Sr Director Sales Operations and Area Directors.

 

• Assist the Loaner Operations Manager in assessing loaner program needs and source the necessary instruments/implants via field reallocation or S&OP process.
• Process and log loaner orders daily. Receive orders from Sales Reps via MyOps, then submit loaner orders to the Warehouse for processing and shipping.
• Assist other Loaner Ops Associates in the scheduling of loaner orders or field transfer of kits when needed. If a Loaner kit is not available, schedule and coordinate Agent to Agent loaner kit field transfers where applicable.
• Track all loaner orders to ensure they are received and returned as scheduled.
• Communicate daily with Customer Service regarding the status of loaner requests where needed.
• Maintain daily Loaner Order Tracking Log which contains the date of ship, loaner order number, ship to location, ship method, the processor and Tracking number for the order.
• Help resolve Loaner Implant lot# problems, which will involve helping Custom Service when necessary to enable processing of tickets.
• Report Open Loaner Orders weekly to ensure proper resolution.
• Assure replenishments associated with extended Loaner kits and Agent to Agent Transfers are sent to the correct location.
• Process customer requests for surgeries. Inform agent of backorders and process rep to rep transfers for any backordered items needed for surgery.
• Interact effectively with Field Sales Personnel, Product Marketing, Warehouse Operations and Area Directors with a sense of urgency.
• Assist the Customer Service department when needed for training and back up during CSR vacations or illness.

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.