Industry: Medical Device
Location: Concord, CA
Title and level: Order Services Specialist – Level II
Recruiter: Sal Castillo
Salary: DOE

* Local candidates only.

Job Summery:

Order Services Specialist II is the primary point of contact for the Order Management group and is responsible for day to day functions such as handling phone, email, fax, order confirmations, and face to face communications as related to: General Inquiries, Order Entry, Account Management, Return Merchandise Authorizations (RMAs) while ensuring a professional and positive attitude. Ability to assist with training colleagues, motivating the team, assist team members in enhancing their skills, call escalation, and process improvements.

Specific Responsibilities Include:

• Receiving product orders and ensuring accurate input into data base. Provides product information, including pricing. Coordinates with pertinent departments regarding order status, shipping dates, product availability/back orders; responsible for communicating all appropriate information to customers, employees, distributors. Ensures product delivery based on Regulatory, Manufacturing, Customer, and Contractual Requirements. Responds to customers product inquiries and escalates to ensure product and services satisfaction where appropriate. Investigates problems with orders, product shipments, and credits Orders/Invoices where appropriate.
• Enter, proof, and release orders per requirements and training.
• Maintain superior level of accuracy for all work, particularly involving order management.
• Ability to take initiative and handle various tasks simultaneously, organize, prioritize, make decisions, and work efficiently and effectively under deadlines.
• Maintains direct contact with customer before and/or after sale. Supports Sales Team (both internal and external) by developing and maintaining positive customer relations with customer/employee, which can substantially affect service and/or product revenues.
• Ability to work with a multifaceted revenue model.
• Communicates issues with facts, suggestions and possible resolutions.
• Communications will occur both written and verbally via emails, phones, letter and fax correspondence.
• Provide updates, insight, and suggested corrections in order to maintain the highest level of service within the customer service department. Responsible for following through on inquires into customer service from customer service management, and other departments, including, but not limited to marketing and sales. Assist with the investigation, and providing an outcome for correcting problems or errors that arise within the customer service group.

Other special projects include, but are not limited to:

• Customer account management
• Adhoc reporting for different company departments
• Cross-trained when necessary as back up for technical support

Professional Experience:

• Must possess excellent verbal and written communication skills (this includes the ability to communicate effectively, tactfully, and courteously with all customers and employees).
• Experience or knowledge w/ Great Plains and Sales Force is advantageous.
• Ideal candidates will have prior experience with ORP/ERP system enhancements or implementations, a must!
• Experience in the Medical Device field, recommended, but not required.
• Experience in the Veterinary Field, recommended, but not required.
• Minimum five years order management/customer service experience a must.
• Minimum AA degree or equivalent.
• Experience with International order entry is advantageous.
• Applicant with chain supply experience is a MAJOR PLUS!

*Please submit resume in MS Word, or PDF format.

*To be considered for this position, applicant must have a stable work history; please no “Job Hoppers.”

• Compensation: OPEN – DOE Great Benefits
• Principals only. Recruiters, please don’t contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.