Customer Service Rep

Avalign produces innovative, high-performance, and cost-effective medical devices with a particular focus on high growth and ingenuity. Our team is growing quickly and proud of the fact that our custom-made devices continue to make a huge difference in the lives of medical professionals and their patients. Our employees are actively involved in the design, engineering and manufacture of technologically advanced medical devices that ensure that we meet our customer’s quality specifications for each product we produce.

The Customer Service Representative is responsible for being the primary point of contact for customers through the purchase order management process as well as supporting all concerns related to on-time delivery of the purchase order. The Customer Service Representative is responsible for coordinating and supporting internal departments to ensure timely communication and customer satisfaction is achieved.

• Timely and accurate completion of PO management of assigned customers
• Daily communication with customers on PO’s including follow up date management
• Completing Daily Leader Standard Work for each customer
• Collaboration across Avalign sites, commercial team and other location specific departments, to ensure customer expectations and satisfaction is achieved, to continually improve the customer experience
• Achieve Department KPI’s
• PO Management includes but is not limited to:
  • Confirm all PO information is accurate including part number, quantity, correct pricing, shipping instructions, special documents required with shipment, current revision number, etc., in advance of releasing the order.
  • Enter the confirmed PO information into the Avalign ERP to create Sales Order (SO) and complete tasks in SFDC and workflow
  • Request all necessary additional customer data such as prints for revision changes, customer supplied lot numbers, quality document requirements, etc.
  • Send the order confirmation to the customer when the information is correct, and delivery dates have been supplied by Planning Team
  • Respond timely (within 24 hours) to all customer requests such as inquiries for potential to expedite specific product, status updates, potential to de-expedite specific product, canceling a PO, duplicate copies of lost documentation (i.e. invoices, shipping documents, return authorizations, tracking numbers, C of C’s), etc.
  • Oversee, monitor and communicate the progress and status of specific/critical expedite requests to completion
  • Communicate delivery adjustments (short or over) and issues as far in advance as possible to the customer
  • Adhere to and follow all work instructions and company policies as outlined in the Avalign Quality Manual
  • Process and respond timely (within 24
    -48 hours) to all customer product return requests and RMA’s
  • Supports Customer Service Team as Epicor Functional Champion with responsibilities not limited to documentation, training, validation, testing, as well as supporting implementation of the Epicor system to new sites with continued enhancement support to existing Epicor sites.
  • Perform assigned duties or special assignments as requested by Manager and Department VP

• High school education (some college classes, college degree or APICS/CPIM certification a plus)
• 2-3 years of Customer Service experience as an individual contributor preferably in a manufacturing environment.
• Strong familiarity with MS Outlook (email), MS Word (documents), MS Excel (spreadsheets), MS PowerPoint (presentations) and Adobe Acrobat (pdf) to create, manage, update, and save electronic data on the network and send or receive from customers
• Excellent work organization skills including the ability to produce and retain documentation of "all" contact with customer that is organized to be easily found later, ability to work on multiple projects at once, ability to prioritize tasks without supervisor help, ability to manage, maintain and attend a busy meeting/conference call calendar, etc.
• Salesforce Service Console experience preferred.

• Feel stuck – we offer great opportunities to advance and learn
• Get bored – we make a high variety of products, so no day is the same
• Fee…