Customer Care Specialist

Help grow a safer, cleaner, healthier future for everyone, every day.

The Customer Care Specialist is theessentialliaison between the company and itscustomersand distributors in the mission of streamlining thecustomerbuyingjourney. Ownership of the product order transaction process, frominceptionto delivery, is at the center of the customercaregroup focus. Thinking beyond the transactional nature of the product ordering process, the Customer

Care Specialist will work closely with management for continuous process improvement and identification ofcross-selling opportunities in the customer interaction process.

More specifically, the Customer Care Specialist is the lead inessential product fulfillment functions including order processing, productreturnsand repairs coordination as well as theimplementationof the product demonstration program with the company’s internal and external key stakeholders. The Customer Care Specialist is at the commercial front-line of the customer’s experience addressing their transactional queries, ensuring a streamlined product purchase process,and acting as their advocate relating to any topic in the complete buying, useand ownership experience with the company ensuring optimal customer satisfaction.

We are in search of a “roll up the sleeves” candidate who will take initiative in supporting the growth of a critical commercial function in support of the company’s expansion.

• Own theend-to-end customer order process through close interaction with internal teams, from logistics, regulatory affairs to supply chain ensuring complete and on-time delivery

• Develop thorough product know-howin terms of configuration set-ups, basic functionality and pricing scenarios enabling effective customer interaction and cross-selling opportunities

• Understand the procedural workflow in order processing, productreturnsand repairs – offering thoughtful recommendations in efficiency improvements

• Monitor and track product demo requests and theirtimelyreturn to ensure efficient use of demo product inventory by sales organization

• Support sales organization withon-demandprocessingand delivery of supporting marketing collateral

• Work with Finance to ensure proper follow-through of account standing and customer payments

• Generate product inventory reports to stay ahead of the curve in demand spikes and resource requirements for value-added services such as repairs and maintenance programs

• Develop customer surveys to assess customer satisfaction through defined customer metrics including
  
  Net Promoter Score (NPS) and Customer Perfect Order (CPO)

• Coordinate the customer feedback processby clarifying product-related complaints,helptoidentifythe cause of the problem, coordinate correction or adjustmentandfollow-upto ensure resolution

• Build sustainable relationships of trust through open and interactive communication

• Generate andmonitoropen order reports tomaintaincustomer informed on planned delivery andanticipatepotential changes in shipping times

• Understand and apply company policies including warranty andterms of sale deliverables

• Apply General TSI Quality Management System (QMS), Good Documentation Practices (GDP), Good Manufacturing Practices (GMP), and Complaint Handling through annual TSI Training

• Familiarity in various software applications– Microsoft Office Suite and ERP systems

• Highly organized with the capacity to prioritize in a deadline-oriented environment

• Aptitude toeliminateroadblocks in achieving customer satisfaction– a “can do” positive attitude is essential in both internal and external interactions

• Excellent written and verbal communication skills

• Superb interpersonal skills, including the ability to quickly build rapport with both distribution partners and inside support groups

• Able to work comfortably in a fast-paced environment

• Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans

• Customer orientation and ability to adapt/respond to different typesofpersonalities and situations

• Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues

• High-School or equivalent; college degree preferred

• Minimum3+ years ina customer support role

• Occasionally requires attending corporate functions

• Ability to lift 25 pounds of medical equipment

• Occasionally requires travel (5-10%)

Tedan Surgical Innovations is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

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