Loaner Operations Associate - Medacta USA, Inc.

Job Title: Loaner Operations Associate

Report To: Loaner Operations Manager

Division: Medacta USA

Location: Memphis, TN or Franklin, TN 

Duties & Responsibilities: Include the following.  Other duties may be assigned.

1. Execute the planning and scheduling for loaner requests via MyOps. If a Loaner kit is not available, schedule and coordinate Agent to Agent or Rep to Rep Loaner Kit or inventory Transfers between agents in the field.  
2. Day to Day order management problem solving and fast paced account management via the Navision and MyOps platforms.
3. Execute time sensitive Courier shipments when necessary via our 3^rd party business partners.
4. Track all shipped loaner requests to assure they are received back in full, and are returned back as scheduled.
5. Manage FedEx “Missed or late delivery issues”. Resolve with Customer to ensure case is minimally impacted and to determine next course of action.  
6. Proactive Communication daily with Customer Service regarding loaner demo/marketing requests and ticket replenishments involving loaner kits when assistance is required of them.
7. Assists Customer Service Department with phone calls and other CS related functions when required. IE: Training and backup purposes due to a CSR Illness.
8. Process Loaner Kit replenishment implant usage tickets daily if required. Implant usage tickets are submitted by sales reps, which is forwarded directly from Customer Support.
9. Ensure extended Loaner Kits associated with loaner implants used for a case, in addition to Agent to Agent Loaner kit Transfers, are replenished timely and correctly. Ensure to provide the correct system transfer information to the warehouse department.
10. Answer Loaner Ops related phone calls and emails. Call back and email responses by close of business that business day or notification to customer otherwise of follow up timeframe.
11. Help manage the “Loaner Order Tracking Log” to keep it accurate and current.
12. Interacts effectively with sales personnel & 3^rd party business partners with a strong sense of urgency and professionalism.
13. Assist the Loaner Operations Manager or Operation Director when necessary to assess Loaner Operation inventory needs and source the necessary instruments/implants via field reallocation.

Qualifications/Education

1. 2 to 5 years’ experience in customer service
2. Minimum some College
3. Excellent customer service, communication, and interpersonal skills
4. Keen attention to detail; demonstrated sense of urgency
5. Strong computer skills including Microsoft office with emphasis on excel
6. Experience with databases/ERP systems such as Microsoft Dynamics NAV (Navision)/SAP
7. Experience or strong interest in the medical industry preferred
8. Able to handle multiple tasks and stay organized
9. Ability to adapt on the fly and tackle all challenges in a fast paced and at times a highly challenging business environment