Customer Care Specialist

About this role

Help grow a safer, cleaner, healthier future for everyone, every day.

Job Summary:  

The Customer   Care Specialist   is the   essential   liaison between   the company and its   customers   and distributors in the mission of streamlining the   customer   buying   journey . Ownership of the product order transaction process, from   inception   to delivery, is at the center of the customer   care   group focus. Thinking beyond the transactional nature of the product ordering process, the   C ustomer   Care Specialist   will work closely with management for continuous process improvement and   identification of   cross-selling opportunities in the customer interaction process.   

More specifically, the Customer Care Specialist is the lead in   essential product fulfillment functions including o rder process ing , product   returns   and repairs coordination as well as the   implementation   of the product demonstration program with the company’s internal and external key stakeholders . The Customer Care Specialist is at the commercial front-line of the customer’s experience addressing their transactional queries, ensuring a streamlined product purchase   process,   and acting as their advocate relating to any topic in the complete buying, use   and ownership experience with the company ensuring optimal customer satisfaction.   

We are in search of a “roll up the sleeves” candidate who will take initiative in supporting the growth of a critical commercial function in support of the company’s expansion.    

Essential Job Functions:  

• Own the   end-to-end   customer order process   through close interaction with internal teams, from   logistics , regulatory affairs to supply chain ensuring complete and on-time delivery     

• Develop thorough product   know-how   in terms of configuration set-ups, basic functionality and pricing scenarios enabling effective customer interaction and cross-selling opportunities  

• Understand the procedural workflow in order processing, product   returns   and repairs – offering thoughtful recommendations in efficiency improvements  

• Monitor and track product demo requests and their   timely   return to ensure efficient use of demo product inventory by sales organization  

• Support sales organization with   on-demand   processing   and delivery   of supporting marketing collateral   

• Work with Finance to ensure proper follow-through of account standing   and customer payments  

• Generate product inventory reports to stay ahead of the curve in demand spikes and resource requirements for value-added services such as repairs and maintenance programs  

• Develop customer surveys to assess customer satisfaction through defined customer metrics including   Net Promoter Score ( NPS )   and   Customer Perfect Order ( CPO )   

• Coordinate the customer feedback process   by clarifying   product-related   complaint s,   help   to   identify   the cause of the problem , coordinate   correction or adjustment   and   follow -up   to ensure resolution  

• Build sustainable relationships of trust through open and interactive communication  

• Generate and   monitor   open order reports to   maintain   customer informed on planned delivery and   anticipate   potential changes in shipping times   

• Understand and apply company policies including   warrant y and   terms of sale   deliverables  

• Apply   General TSI Quality Management System (QMS), Good Documentation Practices (GDP), Good Manufacturing Practices (GMP), and Complaint Handling through annual TSI Training  

Knowledge/Skills/Experience:  

• Familiarity   in various software applications   – Microsoft Office Suite and ERP systems  

• Highly organized with the capacity to prioritize in a deadline-oriented environment  

• Aptitude to   eliminate   roadblocks in achieving   customer satisfaction   – a “can do” positive attitude is essential in both internal and external interactions  

• Excellent written and verbal communication skills  

• Superb interpersonal skills, including the ability to quickly build rapport with both distribution partners   and inside support groups  

• Able to work comfortably in a fast-paced environment  

• Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans  

• Customer orientation and ability to adapt/respond to   different types   of   personalities and situations  

• Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues  

Preferred Qualifications  

• High -S chool or equivalent; college degree preferred  

• Minimum   3+ years in   a customer support role  

General Requirements:  

• Occasionally requires attending corporate functions  

• Ability to lift 25 pounds of medical equipment  

• Occasionally r equires travel ( 5-10% )   

Reasonable Accommodations Tedan Surgical Innovations is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

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