Customer Service Associate

Position Summary

Responsible for supporting the company's sales goals through excellent customer service, maintaining quality relations with existing accounts, and providing sales coverage by performing the following duties.

Job Specifications

A.	Knowledge/ Experience:	1	Minimum Educational Requirements	High School Degree required, Bachelor Degree (BS/BA) preferred.
		2	Minimum Experience Requirements	A minimum of 5 years solid hands on experience in customer service role. Work with field sales and sales management with a medical technology company or manufacturing/distribution environment is a plus.
		3	Minimum Skill Requirements	Proactive self-starter. Must have excellent oral and written, communication and administrative skills. Ability to work effectively with a diverse work group. Ability to plan, organize and execute multiple projects simultaneously despite competing priorities.
		4	Equipment or Machines Used	PC/Microsoft Office software suite, Mac/iOS, general office equipment, smart phone and mobile apps.
B.	Problem Solving/Decision Making	Independent, proactive judgment in problem prevention/solving relating to company strategy and company procedures.
C.	Extent of Confidential Information	Highly confidential information regarding matters including medical records, private health information, company revenues, budgets, pricing, sales and marketing strategies, customers, customer preferences, company revenues, business plans and associated strategy and tactics.
D.	Interpersonal Contacts	External: Not Applicable. Internal: Sales Personnel, Marketing, Product Development, Customer Service, Medical Education, Clinical Research, Finance, Compliance, Quality, Regulatory, Human Resources, and Medacta International Personnel.
G. Principal Duties		Process replenishment tickets daily: receive orders from sales representatives thru myOps tool, provide transfers to shipping department, and invoice all tickets. Resolve lot problems, which involve transferring material when necessary to enable processing of tickets. Loaner implant and instrument scheduling and replenishing. Analyze customer issues / problems and provide users with written and verbal instructions for best practices and problem resolution. Interface and contribute ideas to the team bringing customer perspective. Contact sales representatives when information is needed to process tickets and provides information to sales reps as they call in regard to tickets sent in. Process customer requests for surgeries in a timely manner. Inform sales representatives of backorders and process transfers for any backordered items needed for surgery. Ability to prioritize and multi-task & meet deadlines in a fast paced environment. Develop and maintain strong relationship with sales representatives. Report Open Tickets weekly. Other tasks and projects as assigned. Travel to field locations to provide training and to ensure policies and best practices are implemented. Travel of up to 5% may be required.
H. Occasional Duties		Domestic and International company meetings, quarterly review meetings, business planning activities. Other duties may be assigned at Medacta USA’s discretion.
I. Disclaimer		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.