Hybrid Field Support Operations Representative I

at Penumbra, Inc.

• Job title: Field Support Operations Representative I
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $27 - $34 per hour
• Degree requirement: Associate's Degree
• Tech skills: ERP
• Location requirements: Hybrid, Alameda, United States

About the role

• Field Support Operations Rep part of a team revolutionizing healthcare treatment. Supporting Sales Representatives in administrative tasks and order processing.

Responsibilities

• Provide front-line support for Sales Representatives and serve as an in-house resource for the entirety of our sales operation.
• Review, analyze, and process complex orders as they pertain to, but not limited to, Travel Stock Usage, Discounts, Bulk Buy, Special Offers, etc.
• Contract/Letter review as they pertain to special offer orders or volume discounts.
• Coordinate with multiple departments for appropriate review and/or approval.
• Coordinate and process orders for shipment and billing of product used, supporting our Travel Stock Program.
• Ensure compliance with company policies and procedures.
• Review and resolve a variety of transactions as they pertain to different process areas.
• Document usage and billing activities in accordance with company requirements.
• Identify inventory and order-related discrepancies, initiate investigation and effectively resolve minor errors or escalate as necessary.
• Serve as primary back-up to Order Processing.
• Generate and process Returned Material Authorizations (RMAs) via RMA/Complaint Reporting and ERP systems with a primary focus on Complaint RMAs.
• Respond to general requests related to order fulfillment and product inquiry, providing product description/overview or assistance in product selection as required.
• Work directly with internal and external departments to build productive working relationships to effectively resolve issues including those related to discrepancies in orders, inventory, returns and billing.
• File customer complaints in accordance with complaint handling procedures.
• Comply with regulations, QMS standards and procedures, and SOX.
• Log metrics data for quality purposes.
• Maintain excellent customer and sales relations.
• Support various time zones as assigned.
• Work company holidays as business needs necessitate.
• Adhere to the Company’s Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures.
• Understand relevant security, privacy and compliance principles and adhere to the regulations, standards, and procedures that are applicable to the Company.
• Ensure other members of the department follow the QMS, regulations, standards, and procedures.
• Perform other work-related duties as assigned.

Requirements

• Associate degree with 2+ years of administrative experience in a corporate environment, preferably in a medical device, pharmaceutical or comparable regulated environment, or equivalent combination of education and experience
• Strong oral, written, and interpersonal communication skills required
• All members of the Customer and Field Support Operations team will be provided with standard on-the-job training. You must be able to independently and proficiently process the basic foundational tasks in our ERP's production environment and meet the accuracy and productivity objectives established by business needs within 60 days of starting the role.
• Competence with Microsoft Office (Outlook, Word, and Excel)
• SAP, Salesforce, and Microsoft Dynamics experience desirable
• Keen attention to detail and the ability to manage multiple tasks and deadlines are also required

Benefits

• A collaborative teamwork environment where learning is constant, and performance is rewarded.
• The opportunity to be part of the team that is revolutionizing the treatment of some of the world's most devastating diseases.
• A generous benefits package for eligible employees that includes medical, dental, vision, life, AD&D, short and long-term disability insurance, 401(k) with employer match, an employee stock purchase plan, paid parental leave, eleven paid company holidays per year, a minimum of fifteen days of accrued vacation per year, which increases with tenure, and paid sick time in compliance with applicable law(s).