We are a leading global spine and orthopedics company with a premier portfolio of biologics, innovative spinal hardware, bone growth therapies, specialized orthopedic solutions and a leading surgical navigation system. Our combined company is over 1,600 strong, with products distributed in 68 countries worldwide and a global R&D, commercial and manufacturing footprint, and this is just the beginning!
Come join our global team of dedicated professionals who through their extraordinary efforts demonstrate every day their commitment to our mission of improving the lives of patients. At SeaSpine and Orthofix our culture is built around Integrity and the core beliefs we live by: Exceed Expectations, Work Together, Be Respectful, Get Lean and Have Fun!
How you’ll make a difference:
Our Customer Account Specialist delivers an excellent customer experience and sales support through timely, accurate, and complete order fulfillment for our Spinal Implants and Orthobiologics product portfolios. You’ll work with teams across SeaSpine to ensure that our Distributor and customer needs are handled in a professional and thorough manner for both pre-sales and post-sales assistance. In this high-accountability, high-impact role, you’ll directly support revenue goals through direct management of all order types via multiple channels and our ERP systems.
Your key responsibilities:
The following are the essential functions of this position. This position may be responsible for performing additional duties and tasks as needed and assigned.
- Review and manage all open orders for timely completion of order fulfillment, identifying any pending discrepancies/issues, and communicating with our Field Sales Team
- Maintain proper documentation and implementation of all order types in Oracle ERP received by phone, fax or other sources, proactively ensuring any duplicate orders are eliminated
- Ensure all POs received for month-end are invoiced and reported accurately for sales commissions to be prepared and assist in all discrepancy reviews related to month-end invoicing
- Proactively work to decrease the amount of unbilled revenue by investigating and remedying order issues, including calling accounts for PO numbers, assisting in discount request forms, and working with the consignment team to resolve lot issues
- Maintain Salesforce.com customer master updates
- Review and manage customer replenishment back orders and provide frequent updates and ETA’s
- Initiate pricing discount documentation per established procedures
- Initiate/circulate new customer application forms as required for new accounts
- With a sense of urgency, investigate and resolve complaints and issues to provide viable options and solutions, and follow appropriate protocol with managing initial receipt and communications as related to Quality procedures
- Maintain a comprehensive library of reference and historical data on Distributors, Customers, and product information in compliance with Quality controls
- Administer distributor policies and procedures
Who you are:
PREFERRED QUALIFICATIONS
The requirements listed below are representative of the education, knowledge, skill and/or ability required for this position.
Education/Certifications:
- High School diploma or equivalent required
Experience, Skills, Knowledge and/or Abilities:
- 5-7 years customer service experience in a high-volume call center
- Hands-on experience with Enterprise Resource Systems like Oracle
- Mastery of the English language and strong ability to effectively communicate verbally and through written correspondence with all levels of peers and leadership at SeaSpine, distributorships, hospitals, and other vendors worldwide
- Strong proficiency with Microsoft Office, specifically Excel and Word
- Demonstrated ability to work creatively, prioritize and smoothly manage goals and initiatives amidst competing priorities
- Critical thinker with strong attention to detail, and ability to problem solve and establish solutions in a high-growth and fast-pace environment
PREFERRED QUALIFICATIONS
The education, knowledge, skills and/or abilities listed below are preferred qualifications in addition to the minimum qualifications stated above.
Education/Certifications:
- Bachelor’s degree
Additional Experience, Skills, Knowledge and/or Abilities:
- Experience with Oracle
- Customer service experience in the medical device, biotech, or pharmaceuticals space
The anticipated base hourly rate for this position is $23.00 to $26.50 per hour, plus bonus, equity, and benefits. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type and years of experience within the industry, education, etc.
We are committed to providing equal employment opportunities to all employees and applicants without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles, including braids, locks, and twists), ethnicity, religion, color, sex (including childbirth, breast feeding, and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state, and local laws.
This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, discipline, termination, promotions, transfers, compensation, benefits, training, leaves of absence, and other terms and conditions of employment.