Customer Service Rep

Seaspine Carlsbad , CA 92008

Posted 2 months ago

As a Senior Customer Service Representative on our team, you'll provide a world class customer experience and sales support to our Distributor partners through timely, accurate, and complete processing of orders and product requests. You'll coordinate with our internal teams to ensure that distributor and customer needs are handled in a professional and thorough manner for both pre-sales and post-sales assistance. You will be the primary point of contact for our distributor sales accounts and internal colleagues who require sourcing and distribution of SeaSpine products. As a seasoned customer service professional, you'll also be accountable for providing assistance in supporting distributor revenue objectives through direct management of requests or coordinating communication with other departments within the company to ensure sales needs are being addressed.

Essential Responsibilities

  • Support assigned distributor partners and accounts to meet all of their sales and revenue objectives and support growth opportunities

  • Partner with cross-functional teams to pro-actively find solutions for issues that will impact our ability, as a company, to meet our sales revenue expectations by discussing and finding solutions through product and pricing

  • Process consignment and loaner surgical set requests and ensure on-time, accurate and complete delivery to meet cases, as well as identify issues and opportunities to maximize utilization

  • Research and locate products in field when stock-outs occur at distribution center for scheduled cases

  • Review backorders for appropriate disposition and follow up with distributors, planners, and customers as required

  • Maintain regional case load schedules as able for the purposes of managing loaner inventory.

  • Order Management and Administrative Processes:

  • Assure proper documentation and implementation of all order types received by phone, fax or other sources

  • Review and manage all open orders to facilitate timely completion of the order process, and identify all pending discrepancies/issues, as well as distribute to sales as a method of keeping them informed and able to support closing of the orders

  • Ensure all POs received for month end are invoiced and reported appropriately for commission processing; assist in all discrepancy reviews related to month end invoicing

  • Initiate pricing discount documentation per established procedures

  • Initiate/circulate new customer application forms as required for new accounts

  • Take on and act immediately to investigate and resolve complaints and issues while providing options and solutions per Quality procedures

  • Maintain a comprehensive library of reference and historical data on distributor, customers and product information in compliance with Quality controls

  • Processes all credits and rebills necessary to ensure accurate inventory and billings

  • Manage inventory requests of newly launched products under CMR (controlled marketing release) shipping within approved distribution channels and maintaining release controls, and communicate requests to appropriate product managers and other individuals as appropriate

Required Qualifications

  • High School Diploma or equivalent required

  • 3-5 years Customer Service experience

  • Hands on experience with ERP, such as Oracle or SAP

  • Mastery of the English language and strong ability to effectively communicate verbally and through written correspondence with all levels of peers and leadership at SeaSpine, distributorships, hospitals, and other vendors worldwide

  • Strong proficiency with Microsoft Office, specifically Excel and Word

  • Demonstrated ability to work creatively, prioritize and smoothly manage goals and initiatives amidst competing priorities

  • Critical thinker with strong attention to detail, and ability to problem solve and establish solutions in a high-growth and fast-pace environment

Preferred Qualifications

  • Associates or Bachelor's degree preferred

  • Customer service experience preferably in medical device, biotech, or pharmaceuticals

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