Medical Device Customer Service Representative
About The Position
Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work. Moog Medical Devices Group designs, manufactures, and distributes industry-leading enteral feeding and infusion pumps. These advanced infusion systems improve medication/patient safety, optimize application performance, reduce medical expenses and SAVE LIVES. Our Medical Devices team in Salt Lake City, UT is looking for a polished Customer Service professional to join their dynamic team. You will report directly to the Customer Service Supervisor and enjoy a very collaborative and flexible working environment. As our Medical Devices Customer Service Representative, you will make critical contributions by holding responsibility for: Process customer orders and requests for product repair via phone/fax/email; enter all relevant info into the ERP/order entry system Generate and transmit order confirmations and manage customer expectations with regards to delivery timelines Support and initiate pricing dispute process Process product replacement orders, provide shipping labels and coordinate the return/replacement of items in a timely manner Support, address, research and escalate (as needed) customer issues; respond to all inquiries/requests, report urgent complaints, investigate disputes, provide warranty info and trouble-shooting assistance where possible Provide additional support to customer service and sales colleagues as needed, assisting with projects, reporting and any customer-related issues as needed This role requires a polished customer service professional with an exemplary ability to provide meaningful support in a compassionate manner with both external and internal customers. You will work independently but also as part of a cross functional team that plays a very vital role in our organization. If you feel as though you have the skills/background required to thrive in this role, please apply today for immediate consideration.
Requirements
- High School Diploma or equivalency (GED) required
- 3+ years of related experience and/or training in customer service, call center, or similar role required
- Strong computer/technical skills with demonstrated competencies with data entry into an ERP (or similar) system and Microsoft Office applications.
- Meticulous attention to detail and superb problem-solving skills
- Exceptional customer service skills with strong phone etiquette, active listening and communication skills
Nice To Haves
- Prior experience with medical devices is preferred
Responsibilities
- Process customer orders and requests for product repair via phone/fax/email; enter all relevant info into the ERP/order entry system
- Generate and transmit order confirmations and manage customer expectations with regards to delivery timelines
- Support and initiate pricing dispute process
- Process product replacement orders, provide shipping labels and coordinate the return/replacement of items in a timely manner
- Support, address, research and escalate (as needed) customer issues; respond to all inquiries/requests, report urgent complaints, investigate disputes, provide warranty info and trouble-shooting assistance where possible
- Provide additional support to customer service and sales colleagues as needed, assisting with projects, reporting and any customer-related issues as needed
Benefits
- Financial Rewards: great compensation package, annual profit sharing, matching 401k and the ability to participate in Employee Stock Purchase Plan, Flexible Spending and Health Savings Accounts
- Work/Life Balance: Flexible paid time off, holidays and parental leave program, relocation assistance
- Health & Welfare: Comprehensive insurance coverage including medical, dental, vision, life, disability, Employee Assistance Plan ("EAP") and other supplemental benefit coverages
- Professional Skills Development: Tuition Assistance, mentorship and coaching opportunities, leadership development and other personal growth programs
- Collaborative and Welcoming Workplace: Inclusive culture rooted in our values, enhanced by Employee Resource Groups, and team-building activities.
- Additional site-specific benefits may be offered
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Computer and Electronic Product Manufacturing
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
