Logistics
Customer Support Specialist - Medical Devices
About the Job
SpineCraft develops and manufactures spine surgery implants & instruments systems that provide comprehensive spine care solutions to improve and enhance quality of life for patients with back pain, neck pain, degenerative disc conditions, spine deformities and injuries due to trauma.
We are looking for an experienced, highly motivated Customer Support Specialist to join our growing team.
Job Duties:
About the Job
SpineCraft develops and manufactures spine surgery implants & instruments systems that provide comprehensive spine care solutions to improve and enhance quality of life for patients with back pain, neck pain, degenerative disc conditions, spine deformities and injuries due to trauma.
We are looking for an experienced, highly motivated Customer Support Specialist to join our growing team.
Job Duties:
- Handle promptly, professionally, and courteously phone calls/inquiries from distributors and their administrative offices, hospitals, and other company clients.
- Work closely with all facets of the business including Field Sales Representatives and Distributors, Marketing, Engineering, and Accounting to develop revenue and sales growth.
- Maintain accurate customer account information including invoicing, backorders and shipping information and special handling instructions.
- Track movement of loaner instruments and implants to ensure on-time delivery.
- Process product complaints, following prescribed Complaint Handling procedures.
- Issue and follow-up on Return Authorization transactions to ensure compliance with the company procedure.
- Maintain Customer Service Department records and reports, as required by Customer Service and Quality Systems policies and procedures, FDA, ISO, and other regulatory authorities.
- Maintain accurate documentation of contacts with distributors regarding disputed items and negotiated agreements regarding payment or credit.
- Prepare or update general and/or product specific information as needed.
- Responsible of coordinating trainings and trade shows including administrative support for executive team.
- Additional duties may be assigned.
- Four-year degree in Business, Marketing, Communications or related field.
- 2-3 years minimum experience in the marketing & sales disciplines.
- Experience in medical devices or medical products highly preferred.
- Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Strong problem solving and communication skills.
- Must be highly organized and able to prioritize with minimal supervision.
- Ability to process and track a high volume of information and assignments. Follow-through skills and strong attention to detail a must.
- Ability to multi-task a variety of responsibilities, functions under deadlines/time constraints and pressures, and maintain positive working relationships.
- Demonstrated accuracy in data entry and report generation.
- Demonstrated phone skills; ability to maintain composure in stressful situations.
- Must be able to work independently as well as part of a team.
- Must have excellent oral & written communication skills.
- Must have the ability and willingness to work over-time as dictated by business needs.
Interested candidates may email their resumes to careers@spinecraft.com with a copy to k.willard@spinecraft.com
