Job Title: Customer Relationship Manager
Summary:
The Customer Relationship Manager leverages knowledge of the company’s products and services as well as system resources to provide an excellent customer experience to Catalyst OrthoScience’s distributors and hospital customers. Generally, the CRM provides assistance with ordering, responds to questions in a timely manner and resolves issues by phone and online. CRMs know how to handle a diverse customer base and use problem solving skills to effectively resolve issues and delight customers.
The CRM is also responsible for the company’s order management system, including maintaining software updates. This is a hands-on role involving data input as well providing training and regular reports to company leadership.
Position Responsibilities:
- Manage and prioritize multiple concerns simultaneously.
- Provide appropriate and correct information to incoming customer order status and product knowledge requests.
- A positive attitude, even when faced with misplaced criticism or frustration.
- Process customer orders/changes/returns according to established department policies and procedures.
- Provide timely feedback to company management regarding challenges or customer concerns.
- Partner with the sales and operations teams to meet and exceed customer’s service expectations.
- Listen, document, and help resolve conflicts with customers.
- Identify patterns in customer queries that will drive process improvements and enhance customer experience.
- Maintain existing and design new sales reports that will assist in the sales reporting and forecasting process.
Qualifications:
- Bachelor’s Degree preferred
- Five (5) years minimum experience in a medical device company
- Demonstrate strong analytical skills
- Excellent communication skills: written and oral
- Previous customer service experience
- Patience in dealing with customers
- Problem-solving skills and the ability to think under pressure
- Commitment to continual education about the company, products and services
- Skilled in Microsoft Outlook, Excel, Word, Power Point, SharePoint and Concur
- Previous experience in ImplantBase, QuickBooks Online, Tableau or other enterprise resource planning, order/inventory management, or analytic software preferred