POSITION SUMMARY

ESSENTIAL FUNCTIONS OF THE POSITION

• Ensure compliance with regulatory requirements and company policy related to patient confidentiality (HIPAA) and customer interaction.
• Adhere to all FDA Medical Device and AdvaMed Sunshine Act compliance requirements.
• Provide customer service by telephone and email to hospitals, physicians, purchasing department staff, patients, and other related customers.
• Process purchase orders, forms, and requests.
• Verify customer information including Vertos physician certification, address/billing, and hospital credential as applicable.
• Provide exceptional and timely customer service and follow-up internally and externally to support all customer inquiries and interactions.
• Handle and resolve customer complaints; provide appropriate solutions and alternatives and follow up to ensure resolution.
• Direct requests and unresolved issues to the designated resource.
• Manage and keep records of customer interactions and accounts
• Serve as a contact point to sales team to coordinate efforts and successfully respond to matters and requests with appropriate level of urgency.
• Assist sales team with customer quotes; generate and distribute as needed.
• Process patient and physician leads through CRM system.
• Process all product return requests and report any customer complaints in accordance with company policies and procedures.
• Maintain performance goals to meet and exceed customer and sales needs.
• Maintain and increase professional and technical knowledge by on-the-job training, attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Support compliance with the company quality standards, FDA regulations and guidance, applicable EU Medical Device directives, applicable ISO standards, and other pertinent country specific medical regulatory requirements.
• Perform special projects and other duties as assigned.

EDUCATION AND/OR EXPERIENCE

• High school diploma or equivalent.
• A minimum of 2 years’ experience as a customer service representative.

• Experience working in a small company and/or start up environment.
• Experience with a medical device company or product.

SKILLS, ABILITES, and CHARACTERISTICS

• Exceptional customer service orientation and ability to adapt/respond to different types of personalities.
• Demonstrated success developing positive working relationships with internal and external customers, and team members.
• Strong interpersonal and organizational skills.
• Superior verbal and written communication skills, as well as excellent listening skills.
• Good analytical and problem-solving skills.
• Keen attention to detail and accurate data input skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Adapt well to change.
• Comfortable working in a paperless environment.
• Tech savvy: proficiency in Microsoft Office applications and in mobile/cloud resources including CRM software (preferably Salesforce) and ERP software (preferably NetSuite); comfortable learning new technical systems as needed such as Box, Zoom, and Slack.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Travel (Distributed Workforce) – Approximately 5% of time will be spent traveling for team meetings, conferences, or meetings.
• Physical Demand – While performing the duties of this job, the employee is regularly required to stand, walk, and sit for extended periods of time. Physical effort required by handling objects of 20 pounds or more occasionally and/or up to 10 pounds frequently. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus in relation to travel and operating a personal computer. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Mental Demand – Moderate to high degree of concentration due to volume, complexity, and/or “pressure” of work. Ability to make critical thinking skills decisions under pressure.
• Work Environment –
  • When working in a home office environment, a dedicated office with minimal distractions which assures maximum privacy of computer screens to protect confidential and sensitive information is required; highspeed internet connectivity is required to work effectively.