Customer Support Specialist

Phoenix Instruments, Inc.

Phoenix Instruments, Inc. is a medical device company focused on a streamlined supply chain and operational efficiency, offering premium, reusable surgical instrumentation. Phoenix Instruments’ product portfolio contains more than 10,000 unique handheld surgical instruments covering the full range of surgical specialties. Established in 1989, the company has a strong client base that is serviced through exceptional service and products, while focusing on positively impacting patient outcomes. The company serves its customers through its corporate headquarters in Naperville, IL.

Customer Support Specialist Job Description

Phoenix Instruments is seeking a Customer Support Specialist to support our clients and business operations. Primary responsibilities include responding to customer’s inquiries, assist with product related questions, completing customer quotations, entering sales orders into the software system, processing returns, and invoicing shipped orders. Additionally, tasks to support the accounting and supply chain departments may be assigned.

The role may require fulfilling support-related requests, answering product questions, processing shipments, invoicing, and administrative support as needed. The Customer Support Specialist role is fast-moving, requires liaising with many stakeholders (management, warehouse team, purchasing, customers, sales representatives, corporate and clinical customer contacts, etc.) and necessitates a holistic understanding of the company’s operations.

The role is full-time with standard business hours, with occasional work outside of normal business hours.

Primary Duties

Customer Service

• Answer customer calls
• Assist customers in making purchasing decisions
• Provide information on products, pricing and availability
• Enter sales orders into accounting software
• Create invoices, process payments, and general accounts receivable management
• Complete price quotations and cross-reference competitor part numbers
• Create tools for customer communication
• Communicate with customers regarding order confirmations and ship dates
• Perform stock inquiries/availability checks
• Issue return authorizations and process returns

Administrative

• Write official corporate correspondence
• Document filing
• Specials projects assigned by management
• Front-office management (ordering office supplies, mailings, etc.)
• Administrative support for management

Required Skill Set:

• Education: Bachelor's Degree required
• 3-5 years relevant experience
• Proficiency in Microsoft Outlook, Excel and Word
• with strong Excel skills preferred
• Familiarity with Sage MAS 90 ERP or similar ERP systems (preferred)

General

• Strong oral and written communication skills
• Excellent organizational and task-management skills
• Professional attitude and outlook
• Friendly and outgoing
• Ability to climb steep learning curves
• Willingness to learn new concepts
• Punctuality and reliability
• Extreme Detail orientation
• Self-direction, independence, and leadership
• Strong work ethic
• Collaborative and team-oriented

Compensation

• Salary, based on experience: $50,000-$60,000
• Health insurance benefits
• Paid Time off (sick and vacation)
• Matching Contribution to 401K retirement plan
• Life Insurance Plan

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer support: 3 years (Required)
• Microsoft Excel: 2 years (Preferred)

Ability to Commute:

• Naperville, IL 60563 (Required)