Customer Service Representative I

Customer Service Representative I

At MicroPort, we relentlessly strive to master every detail of our medical solutions with the purpose of prolonging and reshaping the lives of patients everywhere. We welcome motivated and talented people who want to join our dynamic and inclusive company, working together to deliver meaningful medical breakthroughs. In order to accomplish this, we hold true to our core values of Quality, Integrity, Accountability, Efficiency, Innovation, Aspiration, Dedication & Collaboration. Come and join Team MicroPort!

As Customer Service Representative I, essential functions of the position will include the timely processing of customer order requests, transfer orders, sales orders, postbillings, customer returns (RMAs) and correction processing, including backorder management. Ability to manage the loaner kit program, through scheduling and problem-solving, is mandatory. Proper routing of requests is necessary to meet required delivery dates. You will also be responsible for the coordination and processing of literature and sales aids for distribution network. As Customer Experience Representative I, you will also establish and maintain customer master records relative to new account set up and existing account changes and or deletions.

Your duties will include:

1. Responds to customer inquiries by telephone, email, or chat to provide non-technical problem resolution.
2. Resolves routine and basic problem and communicates solutions or requested information to the customer.
3. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed.
4. Uses an ERP application or database to enter sales orders and/or research inventory levels.
5. Attend training sessions and available seminars as presented, in order to stay current on new products and procedures.
6. Position requires continuous interaction with functionally related departments, distribution network, customers, carriers and internal MicroPort Orthopedics management.
7. Field Support, including surgical logistics.
8. Kit Management, including maintaining and shipping loaner and consignment kits.
9. Assist with Shipping and Receiving as required.

Other duties please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We might be a great match if you have:

• Independent problem solving, critical thinking and sound judgement regarding customer satisfaction and MPO requirements.
• Excellent communication skills.
• Knowledge of ERP Sales Order Entry/ Inventory System and Data Entry skills.
• Ability to work independently. Should be able to work independently after three months in this position.
• Proficiency in accurately routing shipments in order to meet required delivery dates.
• Ability to establish and maintain customer master records relative to new account set up and existing account changes and/or deletions.
• Knowledge in areas of documentation requirements in order to verify and process corrections or complaints.
• Ability to lift 30lbs in order to assist with shipping/receiving.

Your education:

Required: High School Diploma or GED

Preferred: Bachelor's Degree

Your experience:

Minimum of 1 year of customer service experience or related field.