Overview/Risks
The primary responsibility of this role includes managing customer calls, which range from simple to complex, across a wide spectrum of topics, as well as processing orders via phone, , email or fax, including providing order status updates and shipment confirmations. Customer Service Representatives must excel at cross-functional collaboration, both internally and externally with business partners, to ensure that customer orders are accurately fulfilled and customer issues are resolved promptly and appropriately. The individual must comply with all ISO, AATB, & FDA requirements pertaining to the Customer Service Representative role.
Responsibilities
Accurately processes orders via phone, fax, EDI and email for Direct, POR, Trial Evaluation, Kit, Grant and Consignment orders. Demonstrate meticulous attention to detail and is able to critically and expeditiously review customer account information so that each order is processed according to established service fee concessions, tissue specifications and shipping requirements. Assume sole ownership for accurately processing and proofreading critical, time sensitive orders for same day and next day surgery requirements. Schedule and /or assist with the coordination of courier pick- ups from MTF distribution sites.
Possess an in-depth understanding of a wide range of business rules and objectives, across multiple product lines, and demonstrate the ability to distinguish an extensive list of MTF's tissue forms & medical devices by tissue code and tissue description to implement diverse marketing support programs, effectively communicate and implement various order type protocols and to schedule tissue delivery based on shipping container expiry validation and tissue shelf life guidelines.
Effectively communicate, verbally and in writing, with customers/consultants/ business partners at all levels of management to identify and investigate complex problems that cannot be resolved at the initial point of contact and require a customized response for issue resolution.
Demonstrate ability to answer customer/consultant/ business partner questions regarding tissue/medical devices including inquiries related to tissue processing, specifications, storage, inventory availability, shipment tracking, service fees, and invoicing in accordance with FDA, AATB, ISO and MTF requirements.
Document and maintain records of all inquiries in accordance with department protocols and provide order confirmations including those sent via secured email, web link, and EDI so that discrepancies can be identified and resolved.
Exhibit a comprehensive understanding of tissue forms and their specifications to be able to offer alternative offerings in order to meet customer demand.
Possess a broad knowledge of MTF's organization and departmental roles in order to manage and route a variety of inquiries via phone and email to the appropriate internal staff for resolution.
Coordinate with the Shipping Department regarding order logistics including priorities, changes and discrepancies. Coordinate with freight carriers and couriers as necessary to resolve time sensitive shipping problems and/or expedite shipments.
Process all open billing requests promptly to meet monthly sales objectives. A CSR must have the ability to research order discrepancies including incorrect serial numbers and service fees as well as reconciling inventory transactions to bring issues to resolution
Understand the business requirements and potential consequences when communicating services fees to sales consultants, customers, and business partners so that confidential or proprietary information is not given to unauthorized parties.
Allocate newly available tissue for multiple tissue forms in accordance with MTF's distribution policy.
Understand different business nomenclature used by Distributors, Hospitals, Business Partners and GPO's.
Responsible for maintaining the Customer Master. Assign new customer account numbers and enter information into ERP. Update changes in customer account information. Forward documentation to the Accounting Department as well as Contracts Department to determine if new customer is connected to a GPO or other hospital system requiring special service fee implementation.
Demonstrate proficiency in all applicable systems currently utilized by MTF such as ERP, Tissue Trace Software, Credit Card Processing Software, GMP Compliance Software, and Reporting tools. The CSR must possess the ability to successfully navigate the systems listed above simultaneously in order to solve problems.
Support marketing efforts on new product launches requiring customized order processes and enhanced communication protocols. Coordinate with marketing when there is a shortage of tissue.
Technical aptitude to manage multiple Outlook Email queues supporting daily execution of workload responsibilities along with simultaneously managing Customer Service phone queue.
Assist the Finance Team with researching open deductions and short payments due to pricing discrepancies, shipping issues, etc.
Manage the processing of all credit card requests through credit card processing system prior to release of order.
Handle additional administrative responsibilities, reports and/or projects that involve Customer Service, at management's discretion.
Qualifications
MINIMUM QUALIFICATIONS
Education: High School Diploma/GED
Years of Experience: 3 - 5 years
Other: Customer Service or similar position experience.
Specialized Knowledge, Technical Skills, and Abilities:
Possess a positive attitude, strong work ethic and is a dependable, attentive listener who takes ownership of job tasks. Adapt well in a fast paced environment. Ability to achieve order accuracy while maintaining required order volume. Strong written and oral skills that allow for the development of essential customer relationships.Detail oriented and possesses the ability to prioritize, multitask and work in a cross functional team environment. Must exhibit strong, independent problem solving and decision-making abilities to be able to adapt to process changes while adhering to all SOP's.
Technical aptitude to manage multiple computer interfaces supporting daily execution of workload responsibilities. Proficient in Microsoft Office suite.
PREFERRED QUALIFICATIONS
Education: Associate's Degree
Years of Experience: 5- 9 years
Other: Customer Service or related position in an FDA regulated manufacturing or distribution environment experience.
Strong order entry experience using an order entry/inventory control integrated software platform.
Experience with EDI order processing.
Can support customer service functions outside of regularly scheduled hours as business demands, working virtually from home when MTF main office is closed during inclement weather.
• INDMTF
Need help finding the right job?
We can recommend jobs specifically for you!Equal Employment Employer - Vet/Disability (***/connect?back=intro&findajob=1&in_iframe=1&hashed=-435829044)
Job Location US-CA-Los Angeles
Type Full-Time
Category Customer Service
Shift Non-Shift (Standard Business Hours 8:15am-4:30pm EST)
Job ID 2024-6971
United States - CA - CA - Watsonville
June 20, 2024
Job Summary: Provides mental health assessment, diagnosis, treatment and crisis intervention services for adult and/or child members who present themselves from psychiatric evaluation with a broad range of mental health needs. Collaborates with treating physician, psychiatric and allied health...
United States - CA - CA - Santa Clara
June 20, 2024
Job Summary: The Registered Nurse (RN) II is a professional caregiver who assumes responsibility and accountability for a group of patients for a designated time frame. The RN II provides care to patients via the therapeutic use of self, the nursing process, the environment and instrumentation, and...
United States - CA - CA - Fresno
June 20, 2024
Job Summary: Provides diagnosis and treatment of communication disorders for more complex cases. Ensures compliance with standards and regulatory requirements. Oversees work of entry-level staff and supports community programs. UNAC/UHCP (United Nurses Association of California/Union of Health Care...
United States - CA - CA - San Jose
June 19, 2024
Job Summary As a Sales Arborist your focus will be to develop, grow and support your assigned sales territory.This role will involve spending time with clients and prospects to diagnose and monitor landscapes, as well as estimating jobs and providing estimates for the work to be completed. • You...
United States - CA - CA - San Marcos
June 20, 2024
Under indirect supervision and utilizing Magnetic Resonance Imaging equipment, produces diagnostic quality cross-sectional images of the brain, spinal cord, head and neck, thorax, abdomen, pelvis, large joints and other areas of the human anatomy and vasculature . Performs basic and advanced...
United States - CA - CA - Bell Gardens
June 20, 2024
Job Summary: • Under the direct supervision of a Registered Nurse or physician provides nursing care in accordance with the legal scope of practice and within established standards of care, policies and procedures. Demonstrates performance consistent with the Mission, Vision and Strategic Plan of...
United States - CA - CA - Pasadena
June 27, 2024
Job Summary: • Drug Information Services (DIS) provides the evidence to allow the organization to practice evidence-based medicine, and promotes safe, effective, and affordable use of pharmaceuticals for the betterment of our members health. The department acts as the overall resource for drug...
United States - CA - CA - Santa Rosa
June 20, 2024
Job Summary: Position is designed to provide 2000 hours of supervised clinical postdoctoral training Completion of this program will satisfy one of the requirements to sit for the psychology licensing exam. Residencies are based in departments of Psychiatry, Chemical Dependency, Chronic Pain,...
United States - CA - CA - Union City
June 20, 2024
Job Summary: • In a Consultant-Liaison role, evaluates and diagnosis Health Plan members seen in primary care who have mental disorders or behavioral conditions that affect or are a consequence of their medical condition. • Essential Responsibilities: • Utilizes principles of Health Psychology to...
United States - CA - CA - Vacaville
June 20, 2024
Job Summary: Under the direction of the Imaging Services Director and Chief of Diagnostic Imaging, performs radiographic diagnostic imaging procedures to assist physicians in the diagnosis of disease and injuries. Operates the radiographic equipment to produce radiographic recorded images of the...
United States - CA - CA - Los Angeles
June 20, 2024
Under the direct supervision of a Registered Nurse or physician provides nursing care in accordance with the legal scope of practice and within established standards of care, policies and procedures. Demonstrates performance consistent with the Mission, Vision and Strategic Plan of the organization....
United States - CA - CA - Downey
June 20, 2024
Job Summary: As the leader of the health care team, provides professional nursing care, utilizing the nursing process in accordance with established standards of care, policies, and procedures. Demonstrates performance consistent with the Medical Center Vision, Mission, and Strategic Plan of the...
United States - CA - CA - San Leandro
June 27, 2024
Under the direction and oversight of the Laboratory Director and Laboratory Manager, or designee, within the scope of Unlicensed Laboratory Personnel as described in B&PC 1269, receives and processes specimens, performs clerical tasks and performs phlebotomy. May operate automated or semi-automated...
United States - CA - CA - San Diego
June 20, 2024
$5,000 sign on bonus for eligible external hires!! Job Summary: As the leader of the health care team, provides professional nursing care, utilizing the nursing process in accordance with established standards of care, policies, and procedures. Demonstrates performance consistent with the Medical...
United States - CA - CA - San Leandro
June 20, 2024
Job Summary: • The Registered Nurse (RN) II is a professional caregiver who assumes responsibility and accountability for a group of patients for a designated time frame. The RN II provides care to patients via the therapeutic use of self, the nursing process, the environment and instrumentation,...
United States - CA - CA - Anaheim
June 20, 2024
Job Summary: Functions as a Lead of the healthcare team, coordinates departmental operations that ensure quality patient care in a safe, healing environment that is patient and family centered. Demonstrates responsibility and accountability for own professional practice. Has appropriate clinical...
United States - CA - CA - Redlands
June 20, 2024
Pathology Surgical Transcriptionist Transcriptionist QUALIFICATIONS: • 1. Ability to type dictated pathology diagnoses desired. • 2. Word processor knowledge, excellent typing skills and excellent accuracy required. • 3. General office skills to include phones, filing, and excellent customer service...
United States - CA - CA - Santa Clara
June 20, 2024
Job Summary: • Under direct supervision of the Registered Nurse, the OB Technician assists the professional nursing staff in the Labor and Delivery Unit by performing non-nursing functions. Essential Responsibilities: • Directs and checks the work of other OB Technicians. Participates in the...
United States - CA - CA - Vallejo
June 20, 2024
An All-Inclusive Opportunity! To optimize your experience applying to a job at Kaiser Permanente we have created a unique and easy all-inclusive process to apply for all open career opportunities in this specific nursing specialty for this Medical Center relevant to your work experience and...
United States - CA - CA - Wildomar
June 20, 2024
Job Summary: • Responsible for the physical therapy management of patients. Will report to Director, Assistant Director and/or Clinical Supervisor. • Essential Responsibilities: • Evaluates patients and interprets examination findings to determine the nature and extent of dysfunction relative to...
United States - CA - CA - Antioch
June 20, 2024
Job Summary: • Under the Branch managers direct supervision with technical review by the ordering Optometrist, is responsible for fitting both rigid and soft contact lenses using an approved spectacle prescription. Essential Responsibilities: • • Duties include but are not limited to: • measurement...
United States - CA - CA - Sacramento
June 13, 2024
Job Summary: • Manages activities of the unit(s), monitors quality, service and utilization standards. Supervises the day to day shift activities. Essential Responsibilities: • Manages the units day to day clinical operations including practice standards, staffing, payroll, budgets, fiscal...
United States - CA - CA - Martinez
June 24, 2024
Job Summary This role will involve spending time with clients and prospects to diagnose and monitor landscapes, as well as estimating jobs and providing estimates for the work to be completed. • You will be the trusted advisor for the property owner and will become an integral part of the health and...
United States - CA - CA - Baldwin Park
June 20, 2024
Job Summary: Collaborates with Education Consultants, Managers, CNS staff and Physicians to develop, design, deliver and evaluate/improve education strategies and special projects/programs based on clients departmental goals and needs, as well as organizational goals/objectives. Implements education...
United States - CA - CA - Culver City
June 28, 2024
TravelNurseSource is working with TRS Healthcare to find a qualified Labor/Delivery RN in Los Angeles, California, 90230! • Pay Information • $2,692 per week • About The Position Registered Nurse - Labor & Delivery TRS Healthcare is seeking a Registered Nurse who is licensed to work in CA, and has...
United States - CA - CA - Santa Clara
June 20, 2024
Job Summary: The Registered Nurse (RN) II is a professional caregiver who assumes responsibility and accountability for a group of patients for a designated time frame. The RN II provides care to patients via the therapeutic use of self, the nursing process, the environment and instrumentation, and...
United States - CA - CA - Roseville
June 20, 2024
Job Summary: • The Registered Nurse (RN) II is a professional caregiver who assumes responsibility and accountability for a group of patients for a designated time frame. The RN II provides care to patients via the therapeutic use of self, the nursing process, the environment and instrumentation,...