Customer Service & Logistics Representative

Customer Service & Logistics Representative

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Primary Function of Position • Work closely with other teams such as Sales, Finance, Global Logistics, RAQA, 3PL warehouse or any teams that may be relevant to perform their job. • Accurately handle customer inquiries, including purchase orders, FRU requests, and complaints about lost or damaged goods, product returns / exchanges and Logistics processes. • Professionally answer incoming calls and emails, understand the internal and external customers' needs and their environment to improve satisfaction. Essential Job Duties • Responsible for import/export management, customs clearance processes, and HS code clarification with global compliance team. • Responsible for 3PL warehouse management, including inbound/outbound shipments, non-conformity, inventory optimization, cycle counts, and annual scrap handling. • Responsible for 3PL warehouse data management, including data input and transaction correctly in SAP. • Coordinate with 3PL partners to resolve daily operational issues, monitor performance KPIs, ensure on-time deliveries and accurate inventory cycle counts. • Support international compliance requirements. • Work with Customs brokers, freight forwarders and global Logistics team to resolve import/export operational issues. • Ensure timely shipment of all outbound I&A shipments to meet contractual obligations and customer requirements. • Support customer order management and RMA complaint handling processes. • Support customer training coordination in SFDC when necessary. • Contribute and reach the targets and goals set by the company. • Provide ad hoc reporting as needed. • Raise ideas for logistic process improvement.

Required Skills and Experience • 3+ years professional experience in similar position • Demonstrates expertise in 3PL and logistics management. • Fluent in English and local languages • Good communication skills, both verbal and written • Trouble shooting and problem-solving skills and able to analyse situations in depth with moderate level of complexity. • Detail oriented • Time management abilities • Strong interpersonal skills • Possess a moderate telephone skill set and communicate in a professional manner • Strong knowledge of the MS Office product suite, ERP (SAP is a must) and Salesforce • Ability to build long-term professional relationships. Required Education and Training Bachelor's degree required

Working Conditions None Preferred Skills and Experience • Knowledge of international trade and global logistics • Experience of order management and customer complaints processing