Customer Service Coordinator
Vor 3 Tagen
**Company Description**: At Intuitive, we are united behind our mission: we believe that mínimally 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 mínimally invasive care.
**Primary Function of Position**:
- Support customer success activities
- Be the point of contact/escalation for its own market(s)
- Work closely with other teams such as Sales, Finance, Logistics, Regulatory and Contracts
- Efficiently handle customers’ or distributors’ enquiries such as purchase orders, quotations, part requests, and complaints for lost or damaged goods, product returns or exchanges
- Accurately and timely process orders and requests in ERP and CRM databases
- Master processes and make recommendations to improve overall team efficiency
**Roles and Responsibilities**:
- Responsible and accountable for a selection of markets/customers
- Support customer success activities such as onboarding new customers, key customer monitoring, strong partnership with sales teams
- Master Customer service policies, processes and Effectively follow up on and resolve sales order or service request issues with minimum level of supervision
- Use best and appropriate practices and ensure continuous process improvement
- Enter sales orders into SAP, verify that terms and conditions of purchase orders are processed accordingly
- Process and track all service requests into CRM
- Log customers’ complaints timely and accurately, report to Regulatory as appropriate
- Daily monitor open sales orders, RMAs, service requests and advance exchange programs
- Import/export documentation and processes as required
- Maintain customer data within SAP and CRM, ensure that contact information is kept up to date
- Provide ad hoc reporting as needed
- Take regular part in projects as assigned and general administrative functions
- Support system orders processing, deliveries and installations as required
**Qualifications**:
**Required Knowledge, Skills, and Experience**:
- 3 to 5 years professional experience in similar position, ideally within a medical device company
- Fluent in English and other languages as require
- Strong communication skills, both verbal and written
- Trouble shooting and problem-solving skills and able to analyze situations in depth with moderate level of complexity
- Detail oriented
- Time management abilities
- Strong interpersonal skills
- Possess a solid telephone skill set and communicate in a professional manner
- Strong knowledge of the MS Office product suite, ERP (SAP is a plus)
- Ability to build long-term professional relationships
**Additional Information**:
Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
**Shift **:Day
**Travel **:None
Travel Requirements:None Shift:Day
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