Customer Service Coordinator I

Arthrex

5d•Onsite

About The Position

Arthrex Inc. is hiring a Customer Service Coordinator to work at our Fort Myers, FL location. This individual will provide communications to ensure that customer needs are properly addressed, orders processed, and questions are researched and resolved following proper protocol and procedure. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Requirements

High school diploma or equivalent required
Customer Service experience preferred.
Order processing and SAP experience preferred.
Technical knowledge of products sold by the company and understanding of handling the products.
Basic knowledge of medical terms relating to the products handled.
Basic knowledge of marketing concepts and practices.
Good phone and computer skills in addition to the ability to multitask.
Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.
Ability to verbally communicate ideas clearly and effectively convey information to other team members and management.
Ability to write and record data and information as required by procedures.

Nice To Haves

Microsoft Word, Excel, Outlook, and Power Point preferred.
Advanced Telephone skills with both outbound and inbound calls, scanning and faxing documents.

Responsibilities

Professionally handles incoming phone calls and processes customer orders through Esker and SAP.
Meets productivity requirements. Aligns with department goals for accurate order processing to include communicating any customer information requiring updating.
Communicates with leads and shipping department any pertinent issues or requests to ensure timely shipping.
Thoroughly and efficiently gathers information for our Accounts Receivable department for orders over $50,000. Follows through to include tracking order until shipment is confirmed.
Responsible for proper identification of order confirmation information, either fax or email, to customers through SAP order management. This includes informing customers of backorders and all other pertinent order details.
Confirms and processes promotional orders as requested by Arthrex Technology Consultants.
Discrepancies must be corrected and updated by contacting the customer.
Properly handles and troubleshoots all calls providing first contact resolution. The calls should be completed with the customers’ needs met either by the customer service coordinator, assistance from Supervisor or transferred to the proper department.
Processes email inquiries on a timely and accurate basis, researching information as required.
Provides Agency office personnel and Arthrex Technology Consultants with customer support as needed to include Business Portal quotes, office forms, orders or any information requested.
Responsible for checking open order, incomplete and back-order reports through SAP multiple times daily. This includes follow up with Account Receivable for any orders on AR block and resolution of any other block that prevents the order from on time shipping. All orders should be corrected and released within 5 days and if not reconciled, either line or order rejected.
Required to work flexible hours as needed by department to include mandatory month end until 7 PM or upon completion of all orders submitted. Required to work extended hours during fiscal year end to ensure all orders are processed and shipped on time.