Loaner Customer Service Administrator I

 Requisition ID:                       62092                          Title: Loaner Customer Service Administrator I Division: Arthrex, Inc. (US01) Location: ALC-INC- Fort Myers FL (US09)

 

 

 

 

Arthrex Inc. is hiring a Loaner and Returns Customer Service Administrator I to work at our Fort Myers, Florida location. This individual will  provide comprehensive customer service in a fast-paced, deadline-oriented area, handling requests for loaners. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

 

If hired for this position, you will be eligible for a $750.00 sign-on bonus (minus appropriate tax withholdings) which will be paid in your first pay period.      

 

Essential Duties and Responsibilities:

•           Build relationships with customers, sales reps, agency personnel and various internal departments developing a sense of integrity and provide a high standard of customer service.

•           Coordinate with customers to provide loaner sets; determine set availability; enter orders; arrange for shipping; ensure timely delivery and return of loaner sets; document and maintain detailed notes in system orders; communicate issues to customer/agency regarding loaner sets that are returned/received; review weekly late loaner due dates fee billing.

•           Run open order report and review the daily loaner priority list to ensure all loaner orders have been processed and shipped.

•           Review all loaner extension requests and determine if the agency or customer is eligible for an extension.

•           Work with Loaner Logistics related departments (receiving, cleaning and loaner inspection techs) and liaison with field logistics, agency billing, product management and AR departments as needed.

•           Communicate and collaborate with Loaner Customer Service manager and supervisor when important loaner issues arise.

•           Monitor LOANCONS billing processes and ensure all loaner billings are processed in a timely manner, communicate with loaner logistics team on loaner billing discrepancies; identify any issues and report to IT BRM when discovered.

•           Investigate and address customer/agency issues and identify solutions in a timely manner. 

•           Ensure Arthrex Quality Management policies are followed and continually communicate these standards amongst the Loaner Customer Service Team.

 

 

Education and Experience:

·           High school diploma or equivalent required

·           Bachelor’s Degree preferred

·           1 years Customer Service experience required

·           Ability to develop a general knowledge of all aspects of the Loaner Customer Service team processes and procedures.

 

Skills:

•           Ability to work in a fast-paced, ever changing environment.

•           Possess a high level of attention to detail.

•           Develop a thorough understanding of SAP.

•           Customer Service background.

•           Coachable, Team player, self-motivated.

•           Work extended hours, if needed.

•           Basic level of Microsoft Office, Excel, Word, PowerPoint, OneNote and Outlook email experience.

•           Develop the ability to work independently and effectively with internal and external customers.

•           Develop the ability to verbally communicate ideas and issues effectively to other team members and management.

 

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

Develop and master general knowledge of industry practices, products sold or loaned by the company, customer service skills, and quality standards. Develop and master a complete knowledge of Loaner Customer Service pro