Customer Support Specialist

restor3d•Wilmington, MA

21h

About The Position

The Customer Support Specialist is responsible for providing effective customer support across all aspects of the business for both internal and external customers by using excellent, in-depth knowledge of company products, programs and systems. This role will work closely with Sales, Product Marketing, Planning and Quality teams.

Requirements

Associates degree in Business Administration or related field is preferred.
3+ years work experience in one of the following areas is required: Customer Service, Medical office/field, Medical device or pharmaceutical experience.
Advanced computer skills including Microsoft Office: Word, Outlook, Excel and Teams
Ability to analyze and review data, provide reports as needed.
Ability to solve complex problems within an established protocol of procedures and determine possible solutions.
Experience in database entry, CRM or other prospect tracking systems strongly desired e.g. Oracle, SAP, PACS, Agile).
Excellent telephone etiquette skills.
Excellent written and verbal communication skills.
Able to work accurately in a fast-paced, hectic, ever-changing environment with strong attention to detail.
Demonstrated ability to monitor own work to ensure quality, accuracy, and thoroughness.
Able to self-motivate and work both independently and as part of a team.
Ability to interact effectively with a large number of individuals both within and outside the organization.
Knowledge of customer services practices.
Exceptional time management, analytical and organizational skills, ability to prioritize work, meet deadlines and work under pressure.
Ability to manage and develop organized systems for filing, communications, and follow-up.
Ability to manage multiple, simultaneous projects and priorities effectively.
Ability to sense urgency and respond accordingly.
Use of discretion in confidential matters.
Flexibility and ability to adapt to changing pace and environment with frequent interruptions.
Willingness to learn needed skills on the job in order to enhance performance.

Responsibilities

Develop and maintain strong internal working relationships across Restor3d.
Understand the objectives, responsibilities, and mission of the Customer Support and Sales departments and work towards those goals.
Provide timely and accurate information to incoming customer order status and product knowledge requests.
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Verify customer, image, and patient records to ensure the information is current and accurate.
Track and meet the deadlines for incoming requests and existing orders requiring further resolution.
Manage the processing of various sales orders types.
Coordinate field inventory requests via Oracle and within the Millstone vendor portal.
Monitor field inventory returns, including excess, damaged, expired or soon to expire items on a monthly basis and arrange for the return or destruction of that product according to active SOPs.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
Support Customer Support and Sales teams in assigned project-based work
Other responsibilities as assigned.