Customer Service Associate I Bilingue - Alajuela, Coyol Presencial

Working in team environment under general supervision, provides sales order support to sales representatives, distributors, hospitals, clinics and physicians. Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange and e-mail. Provides inventory support for products and services accurately, expeditiously, and under special circumstances. Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches. This position requires developing rapport with customers and field sales/clinical personnel via verbal and written communication. May be assigned to assist on projects within the Customer Service department.

Receives, verifies and processes purchases orders, and/or coordinates the distribution of medical devices to hospitals, sales representatives and/or distributors as appropriate.

Researches and resolves any problems with orders received. Corrects the order as necessary, and releases for posting.

Communicates all inventory shortages and shipping status to sales representatives and customers as required, and provides information on inventory availability on back-ordered items to the field.

Performs pro-active follow-up to sales representatives/customers to obtain implant information, purchase order numbers, pricing information, and device tracking information in order to ensure correct inventory records, and the billing of all devices in a timely manner.

Obtains approvals, issues and tracks Returns and Credits based on procedures. Works with customers to expedite the return through to resolution.

Researches and prepares billing corrections when required, to ensure proper billing and correct commission payments on all devices.

Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.

Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.

Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.