Customer Support Specialist

Job Summary:

The Customer Support Specialist is responsible for providing effective customer support across all aspects of the business for both internal and external customers by using excellent, in-depth knowledge of company products, programs and systems. This role will work closely with Sales, Product Marketing, Planning and Quality teams.

Essential Duties and Responsibilities:

• Develop and maintain strong internal working relationships across Restor3d.
• Understand the objectives, responsibilities, and mission of the Customer Support and Sales departments and work towards those goals.
• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Verify customer, image, and patient records to ensure the information is current and accurate.
• Track and meet the deadlines for incoming requests and existing orders requiring further resolution.
• Manage the processing of various sales orders types.
• Coordinate field inventory requests via Oracle and within the Millstone vendor portal. Monitor field inventory returns, including excess, damaged, expired or soon to expire items on a monthly basis and arrange for the return or destruction of that product according to active SOPs.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Support Customer Support and Sales teams in assigned project-based work
• Other responsibilities as assigned.

Qualifications:

• Associates degree in Business Administration or related field is preferred.
• 3+ years work experience in one of the following areas is required: Customer Service, Medical office/field, Medical device or pharmaceutical experience.
• Advanced computer skills including Microsoft Office: Word, Outlook, Excel and Teams
• Ability to analyze and review data, provide reports as needed.
• Ability to solve complex problems within an established protocol of procedures and determine possible solutions.
• Experience in database entry, CRM or other prospect tracking systems strongly desired e.g. Oracle, SAP, PACS, Agile).
• Excellent telephone etiquette skills.

Skills, Abilities, Competencies Required:

• Excellent written and verbal communication skills.
• Able to work accurately in a fast-paced, hectic, ever-changing environment with strong attention to detail.
• Demonstrated ability to monitor own work to ensure quality, accuracy, and thoroughness.
• Able to self-motivate and work both independently and as part of a team.
• Ability to interact effectively with a large number of individuals both within and outside the organization.
• Knowledge of customer services practices.
• Exceptional time management, analytical and organizational skills, ability to prioritize work, meet deadlines and work under pressure.
• Ability to manage and develop organized systems for filing, communications, and follow-up.
• Ability to manage multiple, simultaneous projects and priorities effectively.
• Ability to sense urgency and respond accordingly.
• Use of discretion in confidential matters.
• Flexibility and ability to adapt to changing pace and environment with frequent interruptions.
• Willingness to learn needed skills on the job in order to enhance performance.