Customer Service Administrator S2 CR

Job Summary

This Customer Support Administrator is a valued member of Customer & Sales Support Team and serves as the primary point of contact for Breast & Skeletal Health (BSH) customers. The Customer Support Administrator delivers value throughout the disposable order journey by ensuring that all aspects are handled in an accurate and expeditious manner while delivering a great customer experience. This individual will partner closely with internal teams such as Sales, Sales Support, Distribution, Supply & Demand, National Contracts, and Accounts Receivable to ensure optimal customer experience.

Qualifications  

Education:

Bachelor’s degree, or equivalent experience

Experience

• 2 years of relevant work experience supporting a sales organization  
• 1-2 years quoting and order entry/processing in medical device/sales or other highly regulated environment  

Skills

• Superior communication skills – verbal, written and presentational
• Strong interpersonal and organization skills
• Dedicated to ensuring quality standards are maintained in all functions and responsibilities
• Acute attention to detail and accuracy
• Ability to adapt in a fast-paced environment and prioritize with competing deadlines
• Problem analysis and solving ability
• Willingness to take initiative and make decisions
• Demonstrated strength in achieving great customer experience
• Passion for customer success in a competitive and changing market
• High energy, self-motivated, proactive, goal oriented and enthusiastic
• Enjoys collaboration and embraces teamwork
• Solid knowledge of Microsoft Office, especially Word and Excel
• Working knowledge of Oracle R12 preferred and the ability to learn other computer programs a must
• Salesforce.com experience desired 

Essential Duties and Responsibilities

• Respond to customer inquiries via phone, fax and email including edits to existing orders, tracking inquiries, proof of delivery, order status, sales contact information, etc.
• Enter fax, phone, and email orders for disposable Breast & Skeletal Health products into Oracle Order Management.
• Manage iStore inquiries, assist with basic troubleshooting and escalate to IT if necessary for additional issue resolution.
• Research disposable order pricing discrepancies and to help identify the root cause of discrepancies and work with National Contracts to see the issue through to resolution.
• Process returns and credit and rebills for unwanted orders, missing items, incorrect orders, duplicate orders.
• Assist with processing of internal orders (UUI) for our field sales team.  
• Participate and engage in product training opportunities and product launches to ensure knowledge is up to date for best supporting our internal and external customers.
• Participate and/or lead ad hoc projects focused on continuous improvement.
• Collaborate and build strong relationships with internal teams to support needs of the customer support team and our customers.