Customer Service Representative I_US

Job Title

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.

This position is under the direct supervision of the Manager, Customer Service (OM). This position does not have supervisory 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.

The requirements listed below are representative of the knowledge, skill and/or ability required for this position.

• Education:
  
  Minimum High School diploma required. Associates if preferred, Bachelor's degree is even better.
• 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.
• Knowledge of Integra Life Sciences products, services, and business operations is a nice to have.
• Ability to utilize a computer, telephone, and copy machine as well as other general office equipment. Strong computer skills are required.

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."