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Customer Service Coordinator I in Fort Myers, FL ,  at Arthrex

Date Posted: 7/31/2018

Job Snapshot

Job Description

Requisition ID:
Customer Service Coordinator I
Arthrex, Inc.
Ft. Myers, FL

Main Objective:

Provides contact and communications with customers to assure that customer needs are properly addressed and problems are studied and resolved following procedures

Essential Duties and Responsibilities:

  1. Professionally handles incoming phone calls and enters customer orders into SAP order management. Meets the required number of orders processed per quota.
  2. Communicates with Shipping any pertinent issues or requests to ensure timely shipping.
  3. Thoroughly and efficiently gathers information for our accounts receivable department for orders over $50,000. Follows though to include tracking order until shipment is confirmed.
  4. Responsible for proper identification of order confirmation information either fax or email to customers through SAP order management.  This includes informing customers of backorders and all other pertinent order details.
  5. Confirms and processes promotional orders as requested by distributors and sales representative.
  6. Communicated with our CS Resolution team all order discrepancies and follows through with individual end of day report to make sure order(s) was completed.
  7. Properly handles and troubleshoots all calls other than orders that come through our customer service line. The calls should be completed with the customers’ needs being met either by the customer service coordinator or transferred to the proper department.
  8. Processes faxed, email orders and answers email inquired as needed
  9. Provides Distributor office personnel and sales reps with customer support as needed to include Business Portal quotes, office forms, orders or any information requested.
  10. Prepares and Runs excel reports for Sales reps, customers or Distributor offices personnel for sales, freight information and other requested information as needed.
  11. Attends training information sessions to enhance job knowledge
  12. Required to work flexible hours as needed by department to include mandatory month end until 6 PM or upon completion of all orders submitted.  Required to work extended hours during fiscal year end to ensure all orders are processed and shipped on time.

Incidental Duties:

The above statements describe the general nature and level of work being performed in this job.  They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management

Education and Experience:

High school diploma or equivalent required.

Associated degree or Minimum 5 years Customer Service experience required.

Order processing and SAP experience preferred.

Knowledge and Skill Requirements/ Specialized Courses and/or Training:

Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices. Good phone and computer skills in addition to the ability to multitask.

Machine, Tools and/or Equipment Skills:

Microsoft Word, Excel, Outlook and Power Point preferred

Advanced Telephone skills with both outbound and inbound calls, scanning and faxing documents.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.