Customer Service Representative

THINK Surgical, Inc.•Fremont, CA

7h•Onsite

About The Position

The Customer Service Representative (CSR) will serve as a liaison between the various departments that support THINK’s customer service operations, including Field Service, Factory Service, Supply Chain, Finance, and Clinical Support. The CSR will handle the documentation for RMA and sales orders and the inventory for Medical Education events, the Factory Service room, and the field. This role will require use of our ERP system to ensure that our customers and teams in the field have everything required to support all commercial operations and surgical cases. This position is based in THINK’s corporate office.

Requirements

Bachelor’s degree in engineering, logistics, business administration, supply chain management, or equivalent work experience.
Computer proficiency in Microsoft Office suite.
Outstanding interpersonal, listening, and communication skills.
Demonstrated ability to work effectively within a team and to tailor communication to the individual and situation.
Experience working in a regulated industry.
Must be a team player with a positive and proactive demeanor.
Excellent attendance and punctuality.
Willingness to take on non-traditional tasks, roles, responsibilities and challenges as needed to accomplish company goals and objectives.
Knowledge of Good Manufacturing Practices (GMP) and applicable Quality System Standards.

Nice To Haves

Experience working in the medical device industry.
Experience with Customer Relationship Management (CRM) software platform (e.g. Salesforce).
Minimum 2 years of technical customer service experience.
Experience producing detailed technical documentation.

Responsibilities

Ensure submitted feedback forms for product complaints are complete and accurate.
Create Return Material Authorization (RMA) and return shipping label for all product returns.
Follow up weekly on all open RMAs to ensure prompt return and receipt of returned products for investigation.
Follow up with team members to ensure customers’ product feedback is completed for all RMA requests.
Issue sales orders for replacement items and provide all documentation needed for invoicing.
Answer and triage customer calls and emails.
Place product orders through third party logistics.
Process customer POs in the ERP system.
Utilize CRM and ERP to document all customer service activities and commercial operations.
Adhere closely to Quality Assurance (QA) and Regulatory Affairs (RA) guidelines in a highly regulated industry.
Track RMA metric data (RMA Log).
Monitor field and corporate inventory levels and maintain accurate records of supplies and materials.
Close RMAs in the ERP System when returned products are received.
Handle RMA paperwork.
Maintain inventory of supplies and materials to ensure efficient daily operations.
Process RMA items through the decontamination lab.
Serve as liaison between Factory Service and Supply Chain.
Ship and receive supplies and materials for Medical Education events and programs.
Conduct periodic inventory checks of Medical Education supplies and equipment and maintain orderliness within the Medical Education supply area.
Maintain the inventory for the demonstration room at the corporate office.