What are the responsibilities and job description for the Customer Care Coordinator Vet Systems position at Arthrex, Inc.?
Requisition ID:
63324
Title:
Customer Care Coordinator Vet Systems
Division:
Arthrex, Inc. (US01)
Location:
Fort Myers, FL
Arthrex is a global medical device company and leader in orthopedics medical education. With a corporate mission of Helping Surgeons Treat Their Patients Better™, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year that support all aspects of orthopedics. The Veterinary Systems Customer Care Coordinator provides customer service and support to the Vet Product Management team. The successful candidate will have strong communication and relationship building skills combined with critical thinking and problem solving to provide excellent customer service.
Main Objective: Provides contact and communications with customers to assure that customer needs are addressed, and problems are studied and resolved, and provides support to Vet Product Management team while maintaining operational controls put in place to manage the inbound and outbound flow of Vet inventory as it relates to evaluation sets, Product Management initiated shipments, product returns, trade outs, and repairs.
Essential Duties and Responsibilities:
- Manage and process all incoming contact via telephone, fax or e-mail
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customers through open and interactive communication
- Handle customer returns for credits, repairs and complaints following Vet Systems protocol
- Resolve concerns posed by various levels of customers including doctors of veterinarian medicine
- Provide assistance with quotes and pricing
- Provide support to agencies and sales staff
- Provide support to the direct supervisor and Project Managers
- Inspect and process all outgoing and incoming return of evaluation equipment and consignment sets and submit requests for replenishments/replacements of used and/or damaged items
- Ensure Install Base is kept accurate for all product management evaluation sets in SAP
- Update and create new install base records as needed
- Work closely with Product Management team and assist with maintaining and updating set inventory lists to reflect changes in BOMs
- Maintain accurate inventory management and system records for all related storage locations in the Vet Systems area
- Provide assistance to the Vet Systems Customer Service Team when needed
Education and Experience:
- High School diploma or equivalent required. Associates preferred
- 1 year of material handling and processing or equivalent experience required
- Previous customer service experience required
Knowledge and Skill Requirements/Specialized Courses and/or Training:
- Effective verbal/written communication skills in carrying out job duties with various internal and external contacts and levels of management
- Basic mathematical skills including calculating percentages and discounts
- Capable of solving a variety of customer service issues and supporting a range of personalities and customer types
- Proficient in MS Office (Word, Excel, Outlook)
- SAP experience preferred
- Familiarity of Arthrex Business Portal Quoting preferred
- Display tact and diplomacy while providing technical support to veterinary surgeons and technicians
- Attention to detail when processing orders, workorders, and inventory control and etching procedures
- Ability to work in a fast-paced, ever-changing environment
- Ability to closely follow specific, detailed instructions
- Ability to write and record data and information as required by procedures
Machine, Tools, and/or Equipment Skills: PC; Familiarity with Microsoft Outlook, PowerPoint, Word and Excel, fax and scanner.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 100 pounds.
Arthrex Benefits
- Medical, Dental and Vision Insurance
- Company-Provided Life Insurance
- Voluntary Life Insurance
- Flexible Spending Account (FSA)
- Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
- Matching 401(k) Retirement Plan
- Annual Bonus
- Wellness Incentive Program
- Free Onsite Medical Clinics
- Free Onsite Lunch
- Tuition Reimbursement Program
- Trip of a Lifetime
- Paid Parental Leave
- Paid Time Off
- Volunteer PTO
- Employee Assistance Provider (EAP)
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.
