Customer Service Associate

About the position

Gore Medical is looking for a Customer Service Associate to join our Field Sales Associate Customer Service team. In this role, you will provide superior service and solutions to our internal customers by supporting our medical devices that improve the lives of patients worldwide. This position will be located at our facility in Phoenix, Tempe, or Flagstaff, Arizona, with the possibility of a hybrid remote work arrangement, depending upon the responsibilities of the role and business needs.

Responsibilities

• Order processing using an ERP system
• Inventory management and returns handling
• Manage internal customer requests through Phone, Email, Fax and MoveMedical (web-based order system)
• Providing assistance to Field Sales Associate with system tools
• Trouble shooting issues and questions around system tools for our field sales team
• Serve as a liaison between the internal and external customer and the business to achieve exceptional results
• Manage individual commitments while maintaining awareness of day to day demands
• Identify and anticipate the needs of the customer
• Utilize systems, tools, and knowledge to show expertise when handling inquiries
• Proactively identify opportunities for process improvements that drive efficiency and enhance the customer experience

Requirements

• Minimum 3 years of demonstrated experience in a customer-support role with high call volume where accuracy and process discipline are essential
• Demonstrated experience in navigating through multiple software systems and applications
• Demonstrated experience to comprehend, recall, and explain complex transactional information to customers and rely on instructions and pre-established guidelines to perform required tasks and resolve problems promptly
• Effective and professional communication skills both written and oral in the region you are supporting
• Skilled in using Microsoft Office Suite
• Strong organizational, time management, and multi-tasking skills
• Flexible, open-minded, and solution-oriented team player
• Ability to adapt to a changing environment and execute effectively in high pressure situations
• Ability to stay focused on individual, team and divisional goals and objectives, and work independently and in a team environment
• Ability and willingness to travel up to 5%

Nice-to-haves

• Experience in a customer service/call center environment or international business setting
• Working with a global ERP system, SAP system, Salesforce and/or inventory management, providing support and minor trouble shooting
• Project Management and process improvement experience

Benefits

• Comprehensive and competitive total rewards program
• Choice and flexibility in benefits promoting overall well-being
• Distinctive Associate Stock Ownership Plan
• Potential opportunities for profit-sharing