Customer Service Representative
Durham, NC 27702
This is a temporary to permanent position.
The hours are Monday - Friday 12: 00 PM - 8: 30 PM.
Serve as the main point of contact for customers including patients/family members, medical Providers (hospitals, implant centers, research centers) and professional (surgeons, audiologists, educators) contacts in regards to product needs.
Accept special projects and assignments as business requires.
Telephone and email communications with customers, clinicians, and internal staff members.
Maintain current contact information in database as required for business and regulatory purposes.
Manage customer service needs in a timely and conscientious manner, with the ability to know and follow policy/guidance but also exercise some degree of judgment in meeting customer needs.
Provide routine troubleshooting assistance for medical products and refer more advanced trouble-shooting or other customer needs to the appropriate department.
Prepare and ship customer product orders in accordance with company policy/Quality System and regulatory requirements for the handling of class III medical devices.
Ensure proper posting of product/transactions in database used for customer management, inventory tracking, product traceability and compliance with state/federal regulations.
Ensure handling of product is in compliance with Policies/Quality System and state/federal regulations relevant to medical device companies and Medicare/Medicaid Providers.
Track delivery of shipments to and from customers to ensure customer satisfaction & FDA traceability requirements.
Participate in on-call customer service support after hours, weekends and holidays per company policy for patients having problems with their medical equipment or changes in hospital orders for pending surgeries.
Responsible for complaint handling.
Participate in development and modification of operational procedures, systems, forms and guidance documents to ensure effective and efficient operations to meet the company`s business needs, regulatory requirements and customer expectations.
Maintain the company`s official patient/customer file in accordance with company policy, Medicare Accreditation requirements and Federal/State privacy laws.
Assist, provide information to and answer questions from professional staff (clinical/surgical) providing support to patients in their region.
Assist company personnel in compiling data required for any corporate or regulatory reporting as may be required.
Ability to complete work in accordance with complex operational procedures.
Ability to follow the latest guidelines set by the company.
Handle assigned responsibilities with minimal supervision.
Ability to complete assigned tasks in a timely manner, working efficiently to carry out tasks in assigned areas and assisting others when assigned work is complete.
Ability to work cooperatively with other staff, maintaining a courteous and professional demeanor.
Good oral and written communication skills.
Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn Navision (requiring advanced computer/database skills).
Willingness to travel minimally if needed to attend meetings at customer sites (hospitals/CI Centers), medical device conferences or patient events.
Ability to learn and carry out Quality System requirements, detailed operational procedures and various regulatory requirements relevant for medical device companies.
Ability to retain customer, sales and insurance specific information in processing orders.
Ability to perform under pressure, including time-pressure/deadlines, quality audits and various regulatory (FDA, Medicare, OIG, OCI) inspections, etc.
Bachelor`s degree and or/ 5 year`s related experience.
Complete a background check and drug