Customer Service Representative

Orchid Orthopedics Lansing , MI 48933

Posted 3 weeks ago


The Customer Service Representative (CSR) will provide information to customers in response to inquiries about products and order status and is responsible for all aspects of customer order entry, acknowledgement and subsequent order management. The CSR will work collaboratively with sales management and internal team members to deliver exceptional customer service support. This position will maintain and develop solid customer relationships by handling customer questions and concerns with speed and professionalism.

Order Entry
  • Submit new and updated customer information to update the customer master database
  • Enter new Purchase Orders (P.O.s) into ERP systems
  • Follow standard of work
  • Upon completion of contract review and scheduling, confirm acknowledgement date with supply team and acknowledge P.O. to customer
Contract Review
  • Follow standard of work to view new P.O.s that have been entered
  • Review P.O.s against key terms, such as, price, revision, specifications, bill-of-materials and where discrepancies occur, prepare relevant packages for quoting, engineering and quality teams
  • Follow standard of work to complete packages and move them to the next step in the process to ensure timely acknowledgement of P.O.
Order Management
  • Review open order report regularly to understand orders in the system by customer and compare to customer forecast, where applicable
  • Proactively contact customers to:*
    • Provide timely and accurate information on order status
    • Request orders to meet customer forecast
    • Request to pull-in / push-out orders dependent upon capacity
    • *
  • Update demand according to Vendor Managed Inventory (VMI)
Quality and Compliance
  • Leading quality and compliance by complying with all Quality Management Systems (QMS) documentation requirements and establishing/supporting plan(s) to meet/exceed Key Performance Indicators (KPIs) for Quality that support Safety, Compliance, Six Sigma Quality, On-Time Delivery (OTD) and financial objectives.
Other duties as assigned
  • 2-5 years of previous customer service experience is preferred
  • Experience working with ERP systems is preferred
  • Experience working in a manufacturing environment is preferred
  • Professional attitude with a passion for helping others and delivering exceptional customer service
  • Detail oriented and works with a high degree of accuracy
  • Self-starter with ability to work independently with little management supervision
  • Proficiency with Microsoft applications (Excel, Word, PowerPoint)
  • Ability to handle multiple tasks and work in a fast-paced environment with accuracy and speed
  • Extremely reliable, conscientious and career minded
  • Must be able to work effectively and efficiently
  • Understanding of and ability to apply regulatory (QSR, ISO, cGMP) requirements in everyday activities
  • Knowledge of commonly-used concepts, practices and procedures within the medical device industry is preferred
  • High school diploma or equivalent

As a member of our team, leading from our values and leadership competencies is foundational.

  • Integrity First: We Do the Right Thing
  • Teamwork: We Are All Connected
  • Relentless Pursuit: We Are Driven & Curious
Leadership Competencies:

Accountable for Results, Collaborative, Innovative, Functionally Excellent, Authentic, Driven, Energizing, Change Leader

In this situation – the most critical leadership competencies at this time are:

  • Accountable for Results
  • Collaborative
  • Functionally Excellent
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Customer Service Representative

Orchid Orthopedics