MEDACTA INTRODUCTION
Medacta® is an international orthopaedics company specializing in the design and production of innovative orthopaedic products and the development of accompanying surgical techniques. Established in 1999 in Switzerland, Medacta’s products and surgical techniques are characterized by innovation. Medacta is a pioneer in developing new offerings on the basis of the minimally invasive surgical techniques, in particular its Anterior Minimally Invasive Surgery (AMIS®) technique for hip replacements. Medacta has leveraged its orthopaedic expertise and comprehensive understanding of the human body to develop the sophisticated MySolutions technology, which offers surgeons highly personalized pre-operative planning and implant placement methodologies by creating advanced personalized kinematic models and 3D planning tools for use in hip, knee, shoulder and spine procedures.
Medacta has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as Medacta continues to closely monitor COVID-19 as employee safety is our priority.
POSITION SUMMARY
Responsible for supporting Medacta USA’s sales goals through excellent customer service and providing sales support coverage to the company’s external sales team and our internal marketing/product management team.
SKILLS & COMPETENCIES
A minimum of 2 years’ experience in customer service.
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)
QUALIFICATIONS
Educational Requirements: High School degree plus previous Customer Service experience. Bachelor’s Degree preferred.
INTERPERSONAL CONTACTS
Sales Personnel, Marketing, Customer Service, Medical Education, Clinical Research, Finance, Compliance, Quality, Regulatory, Human Resources, and Medacta International Personnel.
PRINCIPAL DUTIES
Assist the Loaner Operations Manager in assessing loaner program needs and source the necessary instruments/implants via field reallocation or S&OP process.
Assist in the scheduling for all loaner requests; if a Loaner Bank kit is not available, schedule and coordinate Rep to Rep Transfers.
Track all loaner requests to assure they are received and returned as scheduled.
Communicate daily with Customer Service regarding status of loaner requests.
Process replenishment tickets daily: receive orders from Sales Reps via e-fax, and provide transfers to shipping department.
Maintain daily Ticket Log which contains date of receipt, Sales Rep name and code, patient name, ticket number, invoice number and dollar amount.
Resolve lot problems, which involve transferring material when necessary to enable processing of tickets.
Report Open Tickets weekly • Assure replenishments associated with Loaner Bank kits and Rep to Rep 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.
Interacts effectively with sales personnel & hospitals with a sense of urgency
Assist 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 sofied.