Customer Service Representative II

Join us today and make a difference in people's lives!
 

LivaNova is a global medical technology company built on nearly five decades of experience and a relentless commitment to improving the lives of patients around the world. Our advanced technologies and breakthrough treatments provide meaningful solutions for the benefit of patients, healthcare professionals, and healthcare systems.  The company is listed on the NASDAQ stock exchange under the ticker symbol “ LIVN .”  LivaNova is headquartered in London (UK) with a presence in over 100 countries and a team of more than 3,000 employees worldwide.

RESPONSIBILITY AND AUTHORITY

This position is responsible for facilitating and managing all aspects of the customer order to cash process, with a focus on orders and returns across a diverse US customer base, in support of the Field Sales organizations.  Primary to ensuring success in this role, the incumbent will be charged with the timely and successful  handing of inbound call volume and all  electronic inquiries coming in via email, e-fax, and web submissions; supporting order requests and other customer needs.  The scope of responsibility includes the Neuromodulation and Cardiac Surgery US franchises.  Central to this position, the incumbent is expected to maintain positive & productive customer centric relationships with all constituents as well as proactively provide timely and effective communications to all internal partners and external customers and accounts.

PRIMARY ACTIVITIES

• Conducts oneself in a manner which ensures compliance with all standard operating procedures, policies, and guidelines encompassed under the  Customer Service work statement

• Process requests received from customers and the sales teams including orders, returns, product movement, product pricing inquiries, data analysis/reporting and general customer account questions

• Coordinate inventory movement in the field including trunk stock, consignment and programming inventory to ensure case coverage needs based on sales needs and conduct inventory audits on a regular basis

• Communicates with internal counterparts across the organization in such areas as Accounting, Quality, Supply Chain, Pricing & Contracts and the Sales teams

• Facilitates the returned goods  and credit processes related to customer product returns

• Coordinate with global offices for all inter-company shipments and returns

• Assists in the collection of informational or statistical data, supporting the creation and distribution of reports to customers, the sales teams, and Customer Service management

• Obtains necessary information and data for accurate setup and maintenance of customer’s master record

• Work in a collaborative fashion  with Accounting and Pricing & Contract Management  to identify and resolve customer pricing & payment discrepancies

• Ensure on-going compliance across Quality & Financial systems with regard to all policies and procedures related to the Customer Service function

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• High School Diploma required, with very strong preference for a  relevant BS Degree

• 1 or more years of substantive customer service experience with a leading organization renowned for their customer service initiatives

• Strong preference for candidates with directly relevant healthcare customer service experience in a fast paced medical, medical device and /or pharmaceutical environment; candidates in a similar capacity with companies in  the banking and financial sectors renowned for their customer service methodologies also considered a plus.

• Intuitive customer focused mindset coupled with an enthusiastic and collaborative team oriented aptitude

• Strong interpersonal skills with the ability to effectively communicate at all levels internally as well as externally

• Self-starter and strategic thinker with demonstrated ability to work independently and a willingness to take ownership, accepting responsibility for actions and decisions

• Acute problem solving aptitude balancing the needs of the business while empathizing with the customer and their situation

• Solid execution capabilities with the innate ability to manage multiple priorities, an instinctive eye for attention to detail, and a passion for delivering quality results in a timely fashion

• Detail orientation, balancing numerous business initiatives in a time sensitive manner

• High level of technical proficiency to accurately and efficiently perform day to day essential work functions across multiple systems & platforms in a call center environment

• Solid techni