Job Description

JOB TITLE: Customer Service Representative JOB SUMMARY: The Customer Service Representative is responsible for serving customers by providing product and support information, resolving issues, checking status and providing price and status information. REPORTING RELATIONSHIPS: This job reports to: Director, Customer Service. Reporting directly (or indirectly) to this position are the following job titles: Not Applicable. DUTIES & RESPONSIBILITIES:

• Enter and confirm sales orders placed by phone, fax, or e-mail;
• Resolve any discrepancies for EDI/EFAX orders;
• Resolves product problems by clarifying the customer s complaint, determining the cause, selecting and explaining the best solution and expediting correction or adjustment, following up to ensure resolution;
• Provides status of orders and resolve any shipping discrepancies;
• Creates and maintains customer records by recording/updating account information;
• Analyzes weekly reports to edit/adjust customer pricing and financial records;
• Recommends potential enhancements to systems or customer accounts by collecting customer information and analyzing customer needs;
• Support sales force and internal team members for samples and supplies;
• Contributes to team effort by accomplishing related results as needed and directed by management;
• Performs other duties or special projects as assigned;

MINIMUM & PREFERRED QUALIFICATIONS AND EXPERIENCE: MINIMUM QUALIFICATIONS:

• Two or more years of customer service experience in an instrument company (preferable medical devices);

• Prior experience with manufacturing and distribution;

• Must have had experience with an ERP system entering orders;

• Must have experience handling multiple calls using an ACD system;

• Knowledge of the latest ISO-13485, ISO-9001, the MDD, and Canadian Medical Device Regulations (CMDR);

• Must be proficient in Outlook, Word, Excel, PowerPoint, and Access;

• Must possess excellent organizational, communication, and writing skills;

PREFERRED QUALIFICATIONS: Not Applicable; EDUCATION: High School diploma or GED is required.