Customer Experience Rep

Customer Experience Rep

Permanent 

About Heraeus Medical

Restore mobility from severe osteoarthritis or bone disease? Improving surgical outcomes with bone cement? Heraeus Medical offers advanced solutions from orthopedics to infection management. Excellent quality drives us and brings joy back – into the lives of patients and into your work. What about you? Play in the top league of medical technology at Heraeus Medical.

Heraeus Medical, headquartered in Wehrheim (Germany), is an Operating Company of the Heraeus Group. The Technology Group delivers world-class quality in the areas of Metals & Recycling, Healthcare, Semiconductor & Electronics and Industrials. As one of the top 10 family-owned companies in Germany, Heraeus employs around 15,200 employees in 40 countries.

The following challenges await you:

• Become the subject matter expert in SAP, order-to-cash process, and order fulfillment.
• Provides exceptional service, making every customer interaction a priority.
• Responsible for answering phones and greeting callers and customers courteously and professionally, following defined processes and guidelines.
• Processes and monitors orders submitted by phone, fax, or email.
• Maintain highest standards for order accuracy, order fulfillment, and order confirmation.
• Responds with urgency, tact, and authenticity to customer calls, emails, and inquiries.
• Ensures coordination and continuity with warehouse, following up on all orders placed to ensure proper and timely fulfillment and delivery.  Follows standard operations procedures/protocols.
• Responds to customer service requests such as pricing inquiries, product availability, inventory levels, order completion, tracking shipments, order history, or any other customer concern.
• Prepares and distributes customer invoices as required – email, print, etc.
• Serves as business partner and helps coordinate activities with other related functions to ensure urgency regarding customer setup and order readiness.
• Processes returns as necessary, including alignment of activities across multiple functions, and schedules pick up from customer and return to warehouse.
• Processes and tracks demo and sample orders for sales representatives.
• Facilitates inventory transfers and movements, between accounts or storage locations.
• Builds positive relationships and an arena of trust with sales leaders, sales agents, accounts receivable, and customer-facing business partners (i.e.. purchasing managers, accounts payable).

Your Profile:

• High School diploma; Certificate/degree from college/university or technical school a plus
• 3-5 years of Customer Service experience
• 3-5 years of Medical Device/Bio-Tech/Healthcare experience
• Excellent communication skills – oral, written, interpersonal
• SAP experience a must.
• Exhibit a high level of motivation and initiative, enthusiasm, and willingness to learn
• Ability to meet deadlines
• Strong Customer Service orientation