Customer Experience Program Coordinator supporting hotel onboarding and CX platform usage. Providing system support and training while ensuring outstanding internal customer service.
About the role
- Loaner Customer Service Administrator I at Arthrex responsible for customer service and loaner coordination. Join a global medical device company dedicated to Helping Surgeons Treat Their Patients Better™.
Responsibilities
- Build relationships with customers, sales reps, agency personnel and various internal departments developing a sense of integrity and provide a high standard of customer service.
- Coordinate with customers to provide loaner sets; determine set availability; enter orders; arrange for shipping; ensure timely delivery and return of loaner sets; document and maintain detailed notes in system orders; communicate issues to customer/agency regarding loaner sets that are returned/received; review weekly late loaner due dates fee billing.
- Run open order report and review the daily loaner priority list to ensure all loaner orders have been processed and shipped.
- Review all loaner extension requests and determine if the agency or customer is eligible for an extension.
- Work with Loaner Logistics related departments (receiving, cleaning and loaner inspection techs) and liaison with field logistics, agency billing, product management and AR departments as needed.
- Communicate and collaborate with Loaner Customer Service manager and supervisor when important loaner issues arise.
- Monitor LOANCONS billing processes and ensure all loaner billings are processed in a timely manner, communicate with loaner logistics team on loaner billing discrepancies; identify any issues and report to IT BRM when discovered.
- Investigate and address customer/agency issues and identify solutions in a timely manner.
- Ensure Arthrex Quality Management policies are followed and continually communicate these standards amongst the Loaner Customer Service Team.
Requirements
- High school diploma or equivalent required
- Bachelor’s Degree preferred
- 1 years Customer Service experience required
- Ability to develop a general knowledge of all aspects of the Loaner Customer Service team processes and procedures.
- Ability to work in a fast-paced, ever changing environment.
- Possess a high level of attention to detail.
- Develop a thorough understanding of SAP.
- Customer Service background.
- Coachable, Team player, self-motivated.
- Work extended hours, if needed.
- Basic level of Microsoft Office, Excel, Word, PowerPoint, OneNote and Outlook email experience.
- Develop the ability to work independently and effectively with internal and external customers.
- Develop the ability to verbally communicate ideas and issues effectively to other team members and management.
- Develop and master general knowledge of industry practices, products sold or loaned by the company, customer service skills, and quality standards.
Benefits
- Medical, Dental and Vision Insurance
- Company-Provided Life Insurance
- Voluntary Life Insurance
- Flexible Spending Account (FSA)
- Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
- Matching 401(k) Retirement Plan
- Annual Bonus
- Wellness Incentive Program
- Free Onsite Medical Clinics
- Free Onsite Lunch
- Tuition Reimbursement Program
- Trip of a Lifetime
- Paid Parental Leave
- Paid Time Off
- Volunteer PTO
- Employee Assistance Provider (EAP)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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