Customer Service Synergy and Software Administrator

Requisition ID: 59635  Title: Customer Service Synergy and Software Administrator  Division: Arthrex, Inc. (US01)  Location: Fort Myers, FL.

 

 

 

 

Arthrex Inc. is hiring a was Customer Service Synergy and Software Administrator to work at our Logistics Center in Fort Myers, FL to provide support and communication from the initial quote, order verification, and delivery to the customer of all Synergy-related products including appropriate software and integration. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

 

We are also offering a $2,000.00 sign on bonus (minus appropriate tax withholdings), you will be paid the first $1,000.00 after completing your first 90 days and the second $1,000.00 after completing your first 180 days, if you are an employee in good standing. 

 

Essential Duties and Responsibilities

• Gathers and dispenses needed information, updates, and coordinates work processes throughout the entire Synergy and software monetization order life cycle.
• Researches and verifies Synergy products for direct shipment versus fulfillment from Agency consignment.
• Coordinates with Synergy software monetization and integration Project Management team in California and ALC East.
• Manages order updates with pricing, backorders, and product substitutions to key internal and external stakeholders regarding the overall status of both order and integration shipments.
• Assigns software license serial numbers to new software orders and creates software service agreements.
• Liaisons with the Agency Billing team to update transferred equipment and add software licenses with corresponding serial numbers.  
• Coordinates and collaborates with the national sales department, service contracts, technical support, and OR implementation and integration teams internally and externally.
• Synchronizes with Logistics and transportation for all LTL shipments to ensure proper handling and receiving of shipment by the end user.
• Monitors and identifies potential delays to Synergy Integration shipments and coordinates with carriers to re-route and prevent loss of equipment or delays.
• Oversees and organizes quoting and coordination of Synergy-related products between agency and customer including internal departments.
• Initiates and activates and expires software service agreements for agency demo licenses.
• Responsible for maintaining the Atlassian Jira Service desk, troubleshooting technical issues, as well as modifying special request forms.
• Oversees, coordinates, and creates all internal orders to include promotional items and product management internal and external requests.
• Manages Jira service desk to include administrative knowledge of Jira functions and capabilities to maintain functionality and accuracy.
• Multi-tasks and manages issues proactively.
• Ability to work efficiently in a multi-task environment daily, independently and with minimal supervision.
• Manages and allocates backorders with prioritized customer lists from the Product Management team.

 

Education and Experience:

• High school diploma required.
• Previous SAP knowledge preferred.
• 1 year Customer Service experience preferred.

 

Skills:

• SAP
• Microsoft Suite
• Basic Jira Knowledge
• Written and Verbal Skills
• Attention to Detail

 

Knowledge: Technical knowledge of products sold by the company and understanding of product details. Basic knowledge of medical terms relating to the products sold. Basic knowledge of marketing concepts and practices. Excellent phone skills in addition to the ability to multitask.

 

Discretion/Latitude: Work performed with supervision and specific details. Credit invoice approval level of up to $500 after thorough research is provided to Supervisor.  

 

Machine, Tools and/or Equipment Skills:

Microsoft Word, Excel, and Outlook proficiency.

 

Reasoning Ability:

Ability to define problems, collect data, establishes facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

 

Language and Communication Skills:

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 and issues effectively to other team member