Customer Service Coordinator I

Customer Service Coordinator I

Arthrex Inc. is hiring a Customer Service Coordinator I to work at our Fort Myers location. This individual will provide communications to ensure that customer needs are properly addressed, orders processed, and questions are researched and resolved following proper protocol and procedure. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™. Hours are Monday through Friday, 10am to 7pm EST.

Essential Duties and 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.

Education and Experience:

• High school diploma or equivalent required
• Customer Service experience preferred.
• Order processing and SAP experience preferred.

Knowledge and Skill Requirements/ Specialized Courses and/or Training:

• 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.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 10 pounds.

Arthrex 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)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.