Customer Experience Specialist

ReShape Lifesciences is looking to add a new team member to its Customer Service Department! The responsibility of the Customer Experience Specialist covers a full range of activities. Communication skills, both written and oral, are professional and well developed. Demonstrated exceptional Customer Service Standards; customer focus, quality, quantity and contributions. A thorough understanding of company policies and procedures, establishes self as expert.

ESSENTIAL JOB FUNCTIONS (including but not limited to):

  • Responsible for daily customer order processing. Ensuring accuracy after training period of 30 days.
  • Responsible for efficient and accurate invoicing within 24 hours of order processing.
  • Thorough understanding of ERP System (Preferably QAD) specifically customer set-up, order entry and invoicing within 3 months of starting position.
  • Assist with order entry, invoicing and RMA processing across all QAD Domains/Entities, including but not limited to: Australia, Europe and Canada
  • Work with logistics team to coordinate shipping times to ensure product is delivered when needed.
  • Document and initiate Complaint calls as needed.
  • Document and initiate return material authorization (RMA) process as needed.
  • Field consumer and physician phone calls.
  • Support sales and clinical calls/requests.
  • Work with Sales and Marketing to ensure customer integration processes are followed.
  • Assist with New Account set-up – coordinating with Area Sales Manager’s to ensure New Account Form and MD Locator form are submitted with all necessary information.
  • Support Marketing with MD Locator requests.
  • Process marketing material fulfillment orders.
  • May be assigned additional projects or tasks which require a higher degree of difficulty.
  • Familiarity with standard operating procedures.
  • Take initiative with process improvements and make recommendations.
  • Other duties as assigned.
  • Support Call Center, as needed.
  • Perform other duties as assigned.

EDUCATION/EXPERIENCE

  • High School Diploma or Equivalent
  • Minimum 2 years customer service experience
  • Prior start-up company experience preferred
  • Medical Device experience preferred

KNOWLEDGE/SKILLS

  • Ability to read, write and speak English fluently
  • Excellent written and verbal communication skills
  • Computer skills, including MS Windows, MS Office, Internet Search
  • Strong Problem-solving skills
  • ERP Experience – Preferably QAD
  • Ability to Organize and prioritize
  • Ability to work well with a team
  • Knowledge of medical, engineering and biomedical development a plus
  • Strong attention to detail and accuracy
  • Ability to maintain a high level of confidentiality
  • Familiarity with returned goods and refurbishment best practices
  • Decisive and organized with ability to prioritize
  • Highest integrity, committed to ethics
  • Enthusiastic team player with a win-win attitude
  • Accepted file types: pdf.
  • Accepted file types: pdf.
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