Customer Service Representative at KARL STORZ managing inquiries and processing orders accurately in Auckland, NZ. Contributing to supply chain and customer service functions while providing administrative support.
About the role
- Customer Service Coordinator handling customer orders and inquiries in a global medical device company. Ensuring accurate order processing and communication with various departments to address customer needs.
Responsibilities
- Professionally handles incoming phone calls and processes customer orders through Esker and SAP.
- Meets productivity requirements. Aligns with department goals for accurate order processing to include communicating any customer information requiring updating.
- Communicates with leads and shipping department any pertinent issues or requests to ensure timely shipping.
- Thoroughly and efficiently gathers information for our Accounts Receivable department for orders over $50,000. Follows through to include tracking order until shipment is confirmed.
- Responsible for proper identification of order confirmation information, either fax or email, to customers through SAP order management. This includes informing customers of backorders and all other pertinent order details.
- Confirms and processes promotional orders as requested by Arthrex Technology Consultants.
- Discrepancies must be corrected and updated by contacting the customer.
- Properly handles and troubleshoots all calls providing first contact resolution. The calls should be completed with the customers’ needs met either by the customer service coordinator, assistance from Supervisor or transferred to the proper department.
- Processes email inquiries on a timely and accurate basis, researching information as required.
- Provides Agency office personnel and Arthrex Technology Consultants with customer support as needed to include Business Portal quotes, office forms, orders or any information requested.
- Responsible for checking open order, incomplete and back-order reports through SAP multiple times daily. This includes follow up with Account Receivable for any orders on AR block and resolution of any other block that prevents the order from on time shipping. All orders should be corrected and released within 5 days and if not reconciled, either line or order rejected.
- Required to work flexible hours as needed by department to include mandatory month end until 7 PM or upon completion of all orders submitted. Required to work extended hours during fiscal year end to ensure all orders are processed and shipped on time.
Requirements
- High school diploma or equivalent required
- Customer Service experience preferred.
- Order processing and SAP experience preferred.
- Technical knowledge of products sold by the company and understanding of handling the products.
- Basic knowledge of medical terms relating to the products handled.
- Basic knowledge of marketing concepts and practices.
- Good phone and computer skills in addition to the ability to multitask.
Benefits
- Medical, Dental and Vision Insurance
- Company-Provided Life Insurance
- Voluntary Life Insurance
- Flexible Spending Account (FSA)
- Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
- Matching 401(k) Retirement Plan
- Annual Bonus
- Wellness Incentive Program
- Free Onsite Medical Clinics
- Free Onsite Lunch
- Tuition Reimbursement Program
- Trip of a Lifetime
- Paid Parental Leave
- Paid Time Off
- Volunteer PTO
- Employee Assistance Provider (EAP)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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