Customer Service Advocate

## Customer Service Advocate Apply locations:
US-NJ-Princeton-100-Headquarters time type:
Full time posted on:
Posted Yesterday job requisition :
JR-5990

Changing lives. Building Careers.

Joining us is a chance to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, our colleagues are challenging what’s possible and making headway to innovate new treatment pathways to advance patient outcomes and set new standards of care.
** SUMMARY DESCRIPTION
** The primary purpose of this position is to be responsible for the coordination and management of orders on hold, reports, recalls, service agreements, incidents, return management, project management and training
** ESSENTIAL DUTIES AND RESPONSIBILITIES
** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
* Resolve Order Management holds daily.
* Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries
* Lead and/or support continuous improvement initiatives for the department. Uses best practices and knowledge of internal/external business practices to exceed department service levels.
* Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
* This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors.
* Partner with Quality Team throughout the recall process.
* Partner with Corporate Complaints team in accordance with the complaint’s procedure.
* Serve as a point of escalation and handoff for BPO cross-over tasks.
* Oversee return procedures in accordance with the Gatekeeper process.
* Process extended service agreements.
* Tracks and resolve complex system problems.
* Serve as a mentor and trainer to BPO representatives.
* Meet and/or exceed goals/KPIs of the position.
* Handle any other duties and/or projects, as assigned, for the benefit of the organization
* Adhere to Integra Core Values.
* The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays; ability to work from home if the office/company is closed due to weather related or other circumstances.
* This position will require in office work.
* Candidate must be currently authorized to work without future sponsorship required
** DESIRED MINIMUM QUALIFICATIONS
** The requirements listed below are representative of the knowledge, skill and/or ability required for his position.

Education:

* Associate's degree or equivalent from a college or university and/or a minimum of five years’ related experience and/or training; or equivalent combination of education and experience.

Experience:

* 3+ years of experience in customer service, accounting, finance, or information systems.
* Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
* Passion for customers and delivering a world-class service experience.
* Excellent troubleshooting, problem solving and decision-making skills with excellent attention to detail.
* Demonstrated critical thinking and analytical skills.
* Demonstrated ability to embrace change and adaptability.
* Ability to partner with key internal and external stakeholders, establish effective working relationships.
* Proven ability to work both independently and in a fast-paced team environment.
* Ability to follow through and successfully execute tasks while adhering to specified quality standards.
* Ability to accept increasing responsibility and grow as the needs of the organization increase.
* Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
* Understanding of Order to Cash processes and related systems. (Oracle, MS Office, Salesforce) preferred.
* Knowledge of Integra Life Sciences products, services, and business operations a plus.
** Additional Information:
** This is currently a hybrid role, and the ideal candidate will be based out of Princeton, NJ. The hybrid schedule requires in-office presence on Tuesdays, Wednesdays, and Thursdays, with the option to work remotely on Mondays and Fridays. This may change pending needs of the business.
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