Customer Service Representative - Veterans Sourcing Group
Santa Clara, CA 95051
About the Job
Customer Service Representative
Location: Sunnyvale, CA - Hybrid 3 days onsite (Tuesday - Thursday)
Reports To: Supervisor, US Customer Service
Position Description
Are you inspired by innovation, talent and technology? Do you thrive in a customer centric environment?If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the mostinnovative medical device companies in the world. We are the company behind the da Vinci® Surgical System. Thiselegant, robotic tour de force enables skilled surgeons to provide a precise, minimally invasive alternative to open
(large incision) surgery. Our surgical systems have literally touched the lives of more than three million peopleworldwide. By employing some of the finest robotics, engineering and medical minds in the world, we're buildingsomething very real, with real value to human life. We're on our fourth-generation da Vinci Surgical System. Andwe're just getting started.
As part of the Customer Care Team, you will provide front line support to our customer's concerns in a fast paced anddynamic environment while promoting customer advocacy through actions.
• Successfully resolve routine problems and inquires with poise, professionalism, and a genuine desire to promotecustomer advocacy.
• Continuously provide accurate information with a goal of exceeding customer expectations.
• Professionally handle inquires through phone, email, and chat while developing strong working relationships withvarious medical professionals, including high profile surgeons, hospital administration, and field salesrepresentatives.
• Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies and resources
• Accurately process daily order and product returns using multiple business systems
• Understand and execute on FDA and internal requirements as it relates the complaint reporting process.
• Maintain timely status of training records at all times
• Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
• Prepare and execute on various reports such as the daily backlog and billing reports
• Coordinate with various internal groups on customer issues.
• Possess a good understanding of customer and internal escalations
• Gain autonomy and advanced knowledge of workflow
• Actively identify areas for process improvement and optimization that will drive department efficiency and createvalue for our customers
• Meet or exceed key performance and productivity goals such as quality, service level, knowledge, scheduleadherence and other metrics as defined by management
• Maintain an appropriate level of confidentiality with regard to customer and company data
• Foster and contribute towards a positive and collaborative culture.
Skill/Job Requirements
• High school diploma or equivalent and minimum of three years' experience in a fast-paced customer service, callcenter, or order management role within a high technology manufacturing environment.
• CRM and ERP experience.
• Superior written and verbal communication skills.
• Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast-paced environment.
• Knowledge and understanding of phone, email, chat, and social media platforms utilized in contact centers.
• Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintainingcontrol under limited supervision.
• Service-minded team player with a positive attitude and strong work ethic.
• Strong attention to detail and understanding of revenue recognition requirements.
• Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
• Willingness to work various shifts and days, including weekends and holidays, as the business needs.
• Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.
Preferred Knowledge/Skills, Education, and Experience
• Associates degree in business administration or related field.
• Experience within the life science industry.
• History of quote or order management in SAP or SFDC.
• Ability to run reports in SAP or SFDC and create pivot tables and charts.
• Understanding of customer success programs and metrics.
Location: Sunnyvale, CA - Hybrid 3 days onsite (Tuesday - Thursday)
Reports To: Supervisor, US Customer Service
Position Description
Are you inspired by innovation, talent and technology? Do you thrive in a customer centric environment?If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the mostinnovative medical device companies in the world. We are the company behind the da Vinci® Surgical System. Thiselegant, robotic tour de force enables skilled surgeons to provide a precise, minimally invasive alternative to open
(large incision) surgery. Our surgical systems have literally touched the lives of more than three million peopleworldwide. By employing some of the finest robotics, engineering and medical minds in the world, we're buildingsomething very real, with real value to human life. We're on our fourth-generation da Vinci Surgical System. Andwe're just getting started.
As part of the Customer Care Team, you will provide front line support to our customer's concerns in a fast paced anddynamic environment while promoting customer advocacy through actions.
- Your responsibilities will range fromresponding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions which align with our company and business objectives. Among your many attributes, youare a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn.
- Youalso have experience with customer service, sales, marketing and supply chain.
• Successfully resolve routine problems and inquires with poise, professionalism, and a genuine desire to promotecustomer advocacy.
• Continuously provide accurate information with a goal of exceeding customer expectations.
• Professionally handle inquires through phone, email, and chat while developing strong working relationships withvarious medical professionals, including high profile surgeons, hospital administration, and field salesrepresentatives.
• Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies and resources
• Accurately process daily order and product returns using multiple business systems
• Understand and execute on FDA and internal requirements as it relates the complaint reporting process.
• Maintain timely status of training records at all times
• Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
• Prepare and execute on various reports such as the daily backlog and billing reports
• Coordinate with various internal groups on customer issues.
• Possess a good understanding of customer and internal escalations
• Gain autonomy and advanced knowledge of workflow
• Actively identify areas for process improvement and optimization that will drive department efficiency and createvalue for our customers
• Meet or exceed key performance and productivity goals such as quality, service level, knowledge, scheduleadherence and other metrics as defined by management
• Maintain an appropriate level of confidentiality with regard to customer and company data
• Foster and contribute towards a positive and collaborative culture.
Skill/Job Requirements
• High school diploma or equivalent and minimum of three years' experience in a fast-paced customer service, callcenter, or order management role within a high technology manufacturing environment.
• CRM and ERP experience.
• Superior written and verbal communication skills.
• Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast-paced environment.
• Knowledge and understanding of phone, email, chat, and social media platforms utilized in contact centers.
• Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintainingcontrol under limited supervision.
• Service-minded team player with a positive attitude and strong work ethic.
• Strong attention to detail and understanding of revenue recognition requirements.
• Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
• Willingness to work various shifts and days, including weekends and holidays, as the business needs.
• Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.
Preferred Knowledge/Skills, Education, and Experience
• Associates degree in business administration or related field.
• Experience within the life science industry.
• History of quote or order management in SAP or SFDC.
• Ability to run reports in SAP or SFDC and create pivot tables and charts.
• Understanding of customer success programs and metrics.
Source : Veterans Sourcing Group