Job Details
**Customer Service Medical Device** Location **Auburn, MA** Employment Duration **Employee Full Time** Shift **Mon-Fri, 8 hour day** * Conducts situational research for customer problem resolution. Support First Line Support Coordinators by performing necessary follow-ups related to SAP. Responsible for following-up on cases averaging 1,200 per month.
* Responsible for facilitating approvals for IQS, SCAs.
* Books trade orders; creates ProForma invoices.
* Answers incoming ACD calls when not working on dedicated sales rep issues and when needed. Inputs orders and RMA's (Return Materials Authorization) into the computer while using appropriate text. Fulfills customer requests, regarding orders, pricing, substitutions, repairs, loaner equipment, etc.
* Prepares credit and debits to adjust accounts.
* Stays current on promotions, procedures, policies, product updates and system changes: proactively informs a sales representative on new information. Prepares discount authorizations while obtaining appropriate approval.
* Teams up with Relationship Managers; contributes in improving customer satisfaction by supporting the Sales Force through the Account & Order Management Program and Key Account Visits.
* Participates in new employee training program.
* Processes purchase orders with amounts greater than $10K.
* Gains stakeholders trust and respect by consistently delivering on expectations.
* Uses diplomacy and tact to diffuse tense situations.
* Represents own interests and yet is fair to others.
* Influences others.
* Actively builds relationships with internal or external customers and able to set realistic expectations.
* Has the patience to hear people out completely.
* Responds to challenging messages using positive positioning.
* Communicates succinctly.
* Shares knowledge when necessary.
* Translates technical information to ensure understanding.
* Uses and promotes calm dialogue.
* Unbiased and trustworthy in situations that involve personal conflicts of interest.
* Can organize people into teams.
* Promotes teamwork.
* Collaborates with own and other teams.
* Has the capability and knowledge base to share technical skills with others.
* Experiments with new processes, tools, or technologies to determine applicability.
* Creatively uses assets & resources in order to conserve while maintaining quality.
* Greater awareness of products and promotions, as well as the functionality and use.
* Articulates and solves complex problems.
* Identifies trends and recommend solutions.
* Holds oneself accountable.
* Does the right thing right the first time.
* Engages in two-way dialogue with others about work plans.
* Gets things done, both through official channels and the informal network.
* Develops varied skills and approaches to respond to different situations.
* Works to deploy strengths, compensating for weaknesses and limits.
* Incorporates feedback about products and processes.
* Looks for ways to do things more efficiently.
* Suggests a plan of action without having the total picture.
* Manages multiple priorities and deadlines successfully and handles stressful situations accordingly.
* Rises to challenges, accepting risk and uncertainty.
* A minimum education level of a(n) High School Diploma or some college units required.
* 5 to 9 years of experience.
* Possesses exceptional organizational skills and the ability to multi-task.
* Exceeds all the basic requirements for an Account Coordinator.
* Possesses good critical thinking skills.
* Viewed as a resource among peers.
* Able to provide leadership for the Account Coordinators in the absence of the Management Team.
* Excellent interpersonal skills, telephone etiquette and verbal communication skills are required. "Strong" product knowledge, understanding of KSEA resources and excellent problem solving skills are required.
* The ability to prioritize work is critical.
* Good business writing skills are required.
* Ability to consistently handle all customers (internal and external) in a professional, courteous manner is critical.
* The ability to read, interpret and understand (for the purposes of providing customers with appropriate information) documents, operating instructions, maintenance instructions, and procedure manuals is required.
* The ability to locate technical information efficiently when working with customers on the telephone, is required.
* The ability to effectively use computer systems, including the Company's quote systems, is required.
* The ability to use general office equipment, including telephone, adding machine, copier, fax, etc., is required.
* Ability to calculate figures and amounts, such as percentages when processing orders or account adjustments is also required.
**Vaccine requirements at KARL STORZ due to COVID-19**
KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or *sincerely held* religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please to learn more about our overall response to COVID-19. * Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!*
* 3 weeks vacation, 10 holidays plus paid sick time*
* 401K retirement savings plan providing a match of 60% of the employees first 6% contribution
* Section 125 Flexible Spending Accounts
* Life, STD, LTD & LTC Insurance
* Tuition reimbursement of up to $5,250 per year
* Fitness reimbursement up to $200 annually
* Employee referral program of up to $2,000 per hire
* And much more!
**Equal Employment Opportunity &** **Reasonable Accommodation** **Statement**
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at ...@karlstorz.com.