Customer Account Coordinator

Department: Customer Service

Employment Type: Full Time

Location: Gainesville, FL

Reporting To: Manager, Customer Service

Description

Ensure that every customer has “A Great Day in the OR.”  Answer customer calls quickly and courteously, responding immediately to any need.  Process orders accurately and efficiently to ensure an expedited experience for our customer. 

Key Responsibilities

• Partner with independent agencies located within a predetermined geographical area focusing on the intersection between ongoing operations, account/support issues while concentrating on the timely closure of any size of service request.
  • Optimize fill rate for assigned accounts. 
  • Receive, evaluate, verify and process consignment, direct sales, and loaner orders.
• Validate all orders for accuracy and highlight potential inconsistencies in accordance with departmental policies, procedures and other regulations.
• Advocate on behalf of your customers across Exactech leveraging management as appropriate to highlight and resolve issues.
• Help develop and lead the execution of constrained product strategies.
• Support training and development as necessary including new-hire training and standard process training.
• Engage in broader supply chain and customer operations continuous improvement projects and initiatives as necessary.
• Identify and highlight pricing discrepancies working with the Pricing Administrator and your customers to resolve.
• Investigate invoice discrepancies  prior to  executing credits/rebills in accordance with departmental policies, procedures and other regulations.
• Refer complaints of product failure and facilitate efficient recovery of this product to the Regulatory Department for investigation as necessary.
• Investigate order related service complaints and requests as necessary and make recommendations to management as needed.
• Provide superior customer service to all internal and external customers.
• Know and apply the Quality System and any appropriate Federal and International standards.
• Assist and support other employees, teams, and sales personnel as necessary. 

Skills, Knowledge and Experience

Education:

• Associate's Degree from an accredited institution required; Bachelor's Degree preferred.
• Relevant experience can offset required education.

 Experience:

• Minimum of five years in a customer service oriented position or related field required.
• Experience in the health care industry preferred 

Functional/Technical Knowledge, Skills and Abilities Required:

• Excellent organization, interpersonal and communication skills.
• Attention to detail and accuracy.
• Ability to handle several projects simultaneously.
• Advanced computer skills with an emphasis in word and excel.
• Ability to exercise independent judgment and creatively develop/execute tasks under minimal supervision.
• Demonstrated ability to learn new tools and systems.