Customer Service Representative

Menlo Park, CA 94025

Posted: 07/25/2019 Employment Type: Contract-to-Hire Industry: Clinical & Scientific Job Number: 16122

We have an immediate, critical need for two temporary customer service representatives.  If a candidate does really well, we’ ll absolutely consider T-P.

 

Profile #1:

Per the attached JD, strong customer service experience

Able to multi-task while on phone

QAD experience is a plus

Get to a “ yes” resolution

Onsite Mon-Fri

 

Profile #2:

Above + speaks German

 

Submittals:

Would you please provide the hourly bill rate and FTE base they’ d be looking for if converted?

Availability to interview by phone with the hiring manager and contact number (we’ ll work through you to schedule, of course) --- she’ d love to have phone screens this week, if possible

MAJOR DUTIES AND RESPONSIBILITIES

 

Pre-Sales Support:
  • Perform order entry of purchase orders, scrub orders, and returned goods requests accurately and promptly and within business process guidelines.
  • Responsible for accurately verifying pricing, terms and conditions of purchase orders and contracts to ensure proper order entry transactions, changes and invoice processing.
  • Processing exceptions within the guidelines including proper approvals have been obtained according to internal policies.
  • Setup new customer accounts in QAD including new customer document requests, tax exemption certificates, credit references and special inquiries as required.
  • Maintain customer account information, assuring efficient billing and maintenance of all related paperwork.

Post-Sales Support:
  • Coordinate returned goods (RGA) per Quality System SOPs
  • Research and resolve mis shipments.
  • Respond to customer inquiries promptly and accurately.
  • Conduct sales order and customer data audits in support of ISO and audit preparedness.
  • Manage customer expectations for delivery including tracking and resolution of delivery issues.
  • Maintain customer account information, assuring efficient billing and maintenance of all related paperwork.

Field Sales Support:
  • Monitor field inventory, send reminders for expiring product and conduct monthly audits and reconciliation activities.
  • Provide support to field sales including Quote/Price Agreements and other documentation requests, customer information and special inquiries.
  • Partner with assigned territory managers and/or regions to partner on order follow-ups/scrub PO tracking, personal inventory shipments and monthly reconciliations, lot verification and expiration tracking, quotes and other shared tasks as required by the TM, and or Sales Associate. 

 

Compliance:
  • Monitor backlog/open orders report for daily revenue and to ensure delivery date accuracy.
  • Responsible to keep current on changes in policies, procedures and product offerings.
  • Support Corporate requirements for order adherence to Revenue Recognition and Corporate Terms and Quality Procedures.
  • Monitor compliance of department documents, policies and procedures with regulations, by ensuring that required training and/or documentation is accurate, complete, correct revisions are in use, policies and procedures are understood and adhered to.
  • Adhere to Intersect ENT quality system relating to all aspects of the position.
  • Adhere to established departmental and company policies and procedures with an understanding of when to be flexible.
  • Assist with the development of process improvements to promote continuous improvement.

 

EDUCATION /EXPERIENCE REQUIREMENTS

 
  • H.S. diploma, AA degree preferred.
  • 3 years’ experience in a Customer Service/Sales Support role working in a manufacturing environment. Medical device, bio or pharma industries preferred.

 

OTHER QUALIFICATIONS:

 
  • High level of detail and accuracy
  • Ability to be flexible and adaptable
  • This position provides global customer support. Ability to work overtime as well as flexible hours when needed including some company holidays.
  • Must be highly reliable and steady with an ability to work with independence in a startup environment.
  • Experienced in fast paced, results-oriented, hands-on environment. Excellent problem solving, communication and attention to detail skills.
  • Ability to work independently and as a team.
  • Develop strong team relationships and partner with a variety of departments and levels including Operations, Finance, Sales, Quality/Regulatory and Supply Chain.
  • Proven experience in a customer service team environment.
  • Experience with QAD and Microsoft Office software (Word, Excel and others).
  • Proven ability to work cross-functionally with customer driven focus and sense of urgency.
  • Ability to handle multiple priorities simultaneously and perform effectively and accurately while under pressure.
  • Exceptional organizational skills to manage priorities, exercise good judgement and initiative.
  • Strong attention to detail with the ability to identify and resolve problems, document the outcome and follow up.

Jesse Ashworth

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