Customer Care Specialist

Help grow a safer, cleaner, healthier future for everyone, every day.
Job Summary:

The Customer

Care Specialist

• is the
• essential
• liaison between
• the company and its
• customers
• and distributors in the mission of streamlining the
• customer
• buying
• journey . Ownership of the product order transaction process, from
• inception
• to delivery, is at the center of the customer
• care
• group focus. Thinking beyond the transactional nature of the product ordering process, the
• C ustomer

Care Specialist

• will work closely with management for continuous process improvement and
• identification of
• cross-selling opportunities in the customer interaction process.
• More specifically, the Customer Care Specialist is the lead in
• essential product fulfillment functions including o rder process ing , product
• returns
• and repairs coordination as well as the
• implementation

of the product demonstration program with the company’s internal and external key stakeholders
. The Customer Care Specialist is at the commercial front-line of the customer’s experience addressing their transactional queries, ensuring a streamlined product purchase

process,

and acting as their advocate relating to any topic in the complete buying, use

and ownership experience with the company ensuring optimal customer satisfaction.

We are in search of a “roll up the sleeves” candidate who will take initiative in supporting the growth of a critical commercial function in support of the company’s expansion.

Essential Job Functions

Own the

• end-to-end
• customer order process
• through close interaction with internal teams, from
• logistics , regulatory affairs to supply chain ensuring complete and on-time delivery

Develop thorough product

• know-how
• in terms of configuration set-ups, basic functionality and pricing scenarios enabling effective customer interaction and cross-selling opportunities
• Understand the procedural workflow in order processing, product
• returns
• and repairs – offering thoughtful recommendations in efficiency improvements
• Monitor and track product demo requests and their
• timely
• return to ensure efficient use of demo product inventory by sales organization

Support sales organization with

• on-demand
• processing
• and delivery
• of supporting marketing collateral
• Work with Finance to ensure proper follow-through of account standing
• and customer payments
• Generate product inventory reports to stay ahead of the curve in demand spikes and resource requirements for value-added services such as repairs and maintenance programs
• Develop customer surveys to assess customer satisfaction through defined customer metrics including
• Net Promoter Score ( NPS )
• and
• Customer Perfect Order ( CPO )
• Coordinate the customer feedback process
• by clarifying
• product-related
• complaint s,
• help
• to
• identify
• the cause of the problem , coordinate
• correction or adjustment
• and
• follow -up
• to ensure resolution
• Build sustainable relationships of trust through open and interactive communication

Generate and

• monitor
• open order reports to
• maintain
• customer informed on planned delivery and
• anticipate
• potential changes in shipping times
• Understand and apply company policies including
• warrant y and
• terms of sale
• deliverables

Apply

General TSI Quality Management System (QMS), Good Documentation Practices (GDP), Good Manufacturing Practices (GMP), and Complaint Handling through annual TSI Training

Knowledge/Skills/Experience

Familiarity

in various software applications

• Microsoft Office Suite and ERP systems

Highly organized with the capacity to prioritize in a deadline-oriented environment

Aptitude to

• eliminate
• roadblocks in achieving
• customer satisfaction

• a “can do” positive attitude is essential in both internal and external interactions

Excellent written and verbal communication skills

Superb interpersonal skills, including the ability to quickly build rapport with both distribution partners

and inside support groups

Able to work comfortably in a fast-paced environment

Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans

Customer orientation and ability to adapt/respond to

different types

of

personalities and situations

Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues

Preferred Qualifications

High -S chool or equivalent; college degree preferred

Minimum

3+ years in

a customer support role

General Requirements

• Occasionally requires attending corporate functions
• Ability to lift 25 pounds of medical equipment
• Occasionally r equires travel ( 5-10% )
• Reasonable Accommodations Tedan Surgical Innovations is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions #TSI #LI-TB3 Not the right fit?
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