Summary:
The Customer Relationship Associate serves as a primary point of contact for distributors and customers with queries about products, orders, and shipments. This position must be passionate about providing excellent support to the sales force to ensure a premium customer experience for all distributors, surgeon customers and hospital administration.
Customer Relationship Associate must have a deep knowledge of best practices in customer service and sales administration. This knowledge will be leveraged to analyze data, produce reports for the sales team and company leadership, assist with sales forecasts, and identify opportunities to improve sales support processes. This position is responsible for tracking instruments and implants in the field and working with the sales team to ensure proper allocation of these assets to support sales. Exceptional Excel and report-building skills, an analytical mind, creative thinking and initiative are necessary to succeed.
Position Responsibilities:
- Order Entry & Customer Service
- Receive and enter customer orders/changes/returns into company systems in a timely basis
- Check data accuracy in orders and resolve any issues immediately
- Contact distributors and customers to obtain missing information or answer queries
- Listen, document, and help resolve conflicts with customers
- Deliver premium quality customer service
- Administration
- Maintain and update sales and customer records, including processing new distributor and hospital onboarding documentation as well as distributor terminations
- Accurately track field implant and instrument inventory
- Reporting & Analysis
- Analyzing data and prepare detailed weekly, monthly, and annual sales reports
- Gather and organize data and generate deeper customer insight in order to enhance the sales team’s productivity
- Assess data sets and identify sales patterns and opportunities for improvement
- Support the Sales Operations department with administrative tasks as requested
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 CRM software and databases, Microsoft Outlook, Excel, Word, Power Point, SharePoint and Concur