Customer Service Representative at THINK Surgical, Inc. – Fremont, California

JOB SUMMARY

The Customer Service Representative (CSR) will serve as a liaison between the various departments that support THINK’s customer service operations, including Field Service, Factory Service, Supply Chain, Finance, and Clinical Support. The CSR will handle the documentation for RMA and sales orders and the inventory for Medical Education events, the Factory Service room, and the field. This role will require use of our ERP system to ensure that our customers and teams in the field have everything required to support all commercial operations and surgical cases. This position is based in THINK’s corporate office.

DUTIES & RESPONSIBILITIES

• Ensure submitted feedback forms for product complaints are complete and accurate.
• Create Return Material Authorization (RMA) and return shipping label for all product returns.
• Follow up weekly on all open RMAs to ensure prompt return and receipt of returned products for investigation.
• Follow up with team members to ensure customers’ product feedback is completed for all RMA requests.
• Issue sales orders for replacement items and provide all documentation needed for invoicing.
• Answer and triage customer calls and emails.
• Place product orders through third party logistics.
• Process customer POs in the ERP system.
• Utilize CRM and ERP to document all customer service activities and commercial operations.
• Adhere closely to Quality Assurance (QA) and Regulatory Affairs (RA) guidelines in a highly regulated industry.
• Assist Supply Chain with the following:
  1. Track RMA metric data (RMA Log).
  2. Monitor field and corporate inventory levels and maintain accurate records of supplies and materials.
  3. Close RMAs in the ERP System when returned products are received.
  4. Handle RMA paperwork.
• Assist Factory Service with the following:
  1. Maintain inventory of supplies and materials to ensure efficient daily operations.
  2. Process RMA items through the decontamination lab.
• Serve as liaison between Factory Service and Supply Chain.
• Ship and receive supplies and materials for Medical Education events and programs.
• Conduct periodic inventory checks of Medical Education supplies and equipment and maintain orderliness within the Medical Education supply area.
• Maintain the inventory for the demonstration room at the corporate office.

SUPERVISORY RESPONSIBILITIES

• N/A

QUALIFICATIONS

Required:

• Bachelor’s degree in engineering, logistics, business administration, supply chain management, or equivalent work experience.
• Computer proficiency in Microsoft Office suite.
• Outstanding interpersonal, listening, and communication skills.
• Demonstrated ability to work effectively within a team and to tailor communication to the individual and situation.
• Experience working in a regulated industry.
• Must be a team player with a positive and proactive demeanor.
• Excellent attendance and punctuality.
• Willingness to take on non-traditional tasks, roles, responsibilities and challenges as needed to accomplish company goals and objectives.
• Knowledge of Good Manufacturing Practices (GMP) and applicable Quality System Standards.

Preferred:

• Experience working in the medical device industry.
• Experience with Customer Relationship Management (CRM) software platform (e.g. Salesforce).
• Minimum 2 years of technical customer service experience.
• Experience producing detailed technical documentation.

COMPETENCIES

• Drive results
• Active listening
• Effective communication and collaboration
• Creative problem solving
• Confidentiality
• Multitasking and prioritizing tasks appropriately
• Consistent follow-through on commitments
• Customer focus
• Ethics
• Situational adaptability
• Decision making under pressure
• High quality work and documentation

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Must be able to remain in a stationary position and operate office equipment for a prolonged period of time.
• Physical activities include, but not limited to constant manual dexterity, moving about the work site, and/or handling objects weighing up to 50 lbs.
• Other infrequent physical activities include, but not limited to, positioning self to complete assigned tasks, and ascending/descending floors and/or ladders.
• Occasionally work around moving mechanical parts.
• Must be able to work in a schedule that commensurate with business operation, including work during weekends, holidays and/or times outside of normal business hours.
• Must be able to travel as business necessitates (up to 5%).

Disclaimer:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be possible to enable individuals with disabilities to perform the essential functions.

THINK Surgical, Inc. (“THINK”) is committed to hiring the best qualified candidates for approved positions while engaging in recruitment and selection practices that are in compliance with all applicable employment laws. It is the policy of THINK to provide equal employment opportunity for employment to all applicants and employees, regardless of any protected status. Any qualified applicant or employee with a disability who requires an accommodation in connection with their employment at THINK should contact Human Resources and request an accommodation. THINK also participates in E-Verify, a web-based system that allows THINK to confirm an employee’s eligibility to work in the United States. Actual compensation offered will depend on several factors including but not limited to geographic location, work experience, education, skill level, and/or other business and organizational needs.