Loaner Customer Service Administrator

Arthrex

15d•Onsite

About The Position

Arthrex Inc. is hiring a Loaner and Returns Customer Service Administrator I to work at our Fort Myers, Florida location. This individual will provide comprehensive customer service in a fast-paced, deadline-oriented area, handling requests for loaners. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™. Hours are Monday through Friday 9:00 - 6:00pm EST.

Requirements

High school diploma or equivalent required
1 years Customer Service experience required
Ability to develop a general knowledge of all aspects of the Loaner Customer Service team processes and procedures.
Ability to work in a fast-paced, ever changing environment.
Possess a high level of attention to detail.
Develop a thorough understanding of SAP.
Customer Service background.
Coachable, Team player, self-motivated.
Work extended hours, if needed.
Basic level of Microsoft Office, Excel, Word, PowerPoint, OneNote and Outlook email experience.
Develop the ability to work independently and effectively with internal and external customers.
Develop the ability to verbally communicate ideas and issues effectively to other team members and management.

Nice To Haves

Bachelor’s Degree preferred

Responsibilities

Build relationships with customers, sales reps, agency personnel and various internal departments developing a sense of integrity and provide a high standard of customer service.
Coordinate with customers to provide loaner sets; determine set availability; enter orders; arrange for shipping; ensure timely delivery and return of loaner sets; document and maintain detailed notes in system orders; communicate issues to customer/agency regarding loaner sets that are returned/received; review weekly late loaner due dates fee billing.
Run open order report and review the daily loaner priority list to ensure all loaner orders have been processed and shipped.
Review all loaner extension requests and determine if the agency or customer is eligible for an extension.
Work with Loaner Logistics related departments (receiving, cleaning and loaner inspection techs) and liaison with field logistics, agency billing, product management and AR departments as needed.
Communicate and collaborate with Loaner Customer Service manager and supervisor when important loaner issues arise.
Monitor LOANCONS billing processes and ensure all loaner billings are processed in a timely manner, communicate with loaner logistics team on loaner billing discrepancies; identify any issues and report to IT BRM when discovered.
Investigate and address customer/agency issues and identify solutions in a timely manner.
Ensure Arthrex Quality Management policies are followed and continually communicate these standards amongst the Loaner Customer Service Team.