Customer Service Coordinator I - ALCC

  

 Requisition ID:          62722 Title: Customer Service Coordinator I - ALCC Division: Arthrex Canada (CA02) Location: Canada Salary Range: Salary Minimum: $36.000,00 Salary Maximum:  $56.000,00

Arthrex Inc. is hiring a Customer Service Coordinator to deliver the Arthrex Experience on every interaction in accordance with company standards, policies and procedures. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

 

This individual will need to reside near London, Ontario, Canada.

 

Essential Duties and Responsibilities:

•           To respond to Arthrex customer’s inquiries and process purchase orders via phone, email/fax efficiently, delivering the Arthrex Customer Experience every day.

•           Ability to make quick decisions and respond to customer inquiries in a professional manner.

•           Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

•           Adherence to Quality and Compliance Guidelines.

•           Follow the Arthrex standardized order entry process to ensure 100% accuracy for all orders

•           Assist customers by determining order status and working to resolve shipping, invoice, or product related problems and questions

•           Builds and maintains relationships with other business units for collaboration resolution of customer issues and process improvements.

•           Properly handles and troubleshoots all customer interactions for first contact resolution.

•           Extends Arthrex Experience to all Agency Office Personnel and Sales Representatives

•           Responsible for monitoring workflows at the end of the day to ensure all orders have been processed correctly and follows up on failures accordingly.

•           Required to work flexible hours as needed by department to include mandatory month end until 7 PM or upon completion of all orders submitted. 

•           Required to work extended hours during fiscal & calendar year end to ensure all orders are processed and shipped on time.

 

Education and Experience:

•           High school diploma or equivalent required

•           One year customer service experience required

•           Customer Contact Center experience preferred

•           Bilingual in French and English preferred

•           Order processing and SAP experience preferred

 

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

Excellent phone etiquette. Computer literacy and ability to multitask. 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.                                                                                                                                                          

 

Machine, Tools and/or Equipment Skills:

Demonstrated advanced technical skills, specifically proficient in Microsoft Word, Excel, Outlook, and Power Point. Experience working in a Contact Center Platform managing both outbound and inbound calls.

 

Language and Communication Skills:

Must be bilingual in French and English. Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.  Ability to verbally communicate ideas clearly and effectively convey information to other team members and management.  Ability to write and record data and information as required by procedures.

 

Physical Demands:

The physical demands described here are representat