Customer Care Specialist

We are in search of a “roll up the sleeves” candidate who will take initiative in supporting the growth of a critical commercial function in support of the company’s expansion.

Essential Job Functions:

Own theend-to-endcustomer order processthrough close interaction with internal teams, fromlogistics, regulatory affairs to supply chain ensuring complete and on-time delivery

Develop thorough productknow-howin terms of configuration set-ups, basic functionality and pricing scenarios enabling effective customer interaction and cross-selling opportunities

Understand the procedural workflow in order processing, productreturnsand repairs – offering thoughtful recommendations in efficiency improvements

Monitor and track product demo requests and theirtimelyreturn to ensure efficient use of demo product inventory by sales organization

Support sales organization withon-demandprocessingand deliveryof supporting marketing collateral

Work with Finance to ensure proper follow-through of account standingand customer payments

Generate product inventory reports to stay ahead of the curve in demand spikes and resource requirements for value-added services such as repairs and maintenance programs

Develop customer surveys to assess customer satisfaction through defined customer metrics includingNet Promoter Score (NPS)andCustomer Perfect Order (CPO)

Coordinate the customer feedback processby clarifyingproduct-relatedcomplaints,helptoidentifythe cause of the problem, coordinatecorrection or adjustmentandfollow-upto ensure resolution

Build sustainable relationships of trust through open and interactive communication

Generate andmonitoropen order reports tomaintaincustomer informed on planned delivery andanticipatepotential changes in shipping times

Understand and apply company policies includingwarranty andterms of saledeliverables

ApplyGeneral TSI Quality Management System (QMS), Good Documentation Practices (GDP), Good Manufacturing Practices (GMP), and Complaint Handling through annual TSI Training

Knowledge/Skills/Experience:

Familiarityin various software applications– Microsoft Office Suite and ERP systems

Highly organized with the capacity to prioritize in a deadline-oriented environment

Aptitude toeliminateroadblocks in achievingcustomer satisfaction– a “can do” positive attitude is essential in both internal and external interactions

Excellent written and verbal communication skills

Superb interpersonal skills, including the ability to quickly build rapport with both distribution partnersand inside support groups

Able to work comfortably in a fast-paced environment

Ability to internally and externally discuss and clearly define issues and independently develop course of action/plans

Customer orientation and ability to adapt/respond todifferent typesofpersonalities and situations

Ability to cooperate and support team members and ability to coordinate interdepartmental activities and to resolve individual conflicts and issues

Preferred Qualifications

High-School or equivalent; college degree preferred

Minimum3+ years ina customer support role

General Requirements:

Occasionally requires attending corporate functions

Ability to lift 25 pounds of medical equipment

Occasionally requires travel (5-10%)

Reasonable Accommodations
Tedan Surgical Innovations is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

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