Client Services Associate – Surgical Systems

REQUIREMENT DETAILS

Job Title: Client Services Associate – Surgical Systems
Location: Sunnyvale, CA– ONSITE 3 DAYS, 2 DAYS WFH
Pay Rate: $28/hr on W2
Duration: 10-month contract with possible extension

Client Notes:

• Currently have 2 temp employees- one is in midst of conversion
• They are going to be talking to doctors, surgeons, lawyers and medical professionals
• Not traditional call center more so like a startup company
• Someone who is able to be customer centric, have autonomy in decision making/ critical thinking
• onsite 3 days a week
• Salesforce or ticketing experience is a plus
• Customer service experience in a regulated environment (med devices or financial services)
• Complaint handling
• Team is very integrated and tight overall
• 8-5 hours
• potential for extension or conversion
• Prefer in-person interviews (minimum of 1 round maybe 2 rounds)

Primary Function of Position

• Are you inspired by innovation, talent and technology? Do you thrive in a customer centric environment? If so, this is an exciting opportunity to demonstrate your experience and expertise working for one of the most innovative medical device companies in the world. We are the company behind the da Vinci® Surgical System. This elegant, robotic tour de force enables skilled surgeons to provide a precise, minimally invasive alternative to open (large incision) surgery. Our surgical systems have literally touched the lives of more than three million people worldwide. By employing some of the finest robotics, engineering and medical minds in the world, we’re building something very real, with real value to human life. We’re on our fifth generation da Vinci Surgical System. And we’re just getting started.
• As part of the Customer Service Team, you will provide front line support to our customer’s concerns in a fast paced and dynamic environment while promoting customer advocacy through actions. Your responsibilities will range from responding to various customer inquiries for some of the largest healthcare institutions on the globe to promoting scalable support solutions which align with our company and business objectives. Among your many attributes, you are a self-starter who is comfortable with a rapidly changing environment, and you have a strong desire to learn.

Essential Job Duties

• Efficiently handle customers’ inquiries such as purchase orders, product complaints, product returns or exchanges.
• Professionally responds to emails, understand the customers’ needs and their environment to improve satisfaction at sales and service support levels.
• Accurately and timely process orders and requests in ERP and CRM databases.
• Understand processes and make recommendations to improve overall team efficiency.
• Provide high standard customer support including email requests from customers.
• Enter sales orders into SAP/Neptune, verify that terms and conditions of purchase orders are processed accordingly.
• Process and track all service requests into CRM system.
• Log customers’ complaints timely and accurately, report to Regulatory as appropriate.
• Effectively follow up on and resolve sales order or service request issues with appropriate level of supervision.
• Ensure accuracy of customer data within SAP and CRM, ensure that contact information is kept up to date.
• Quickly become knowledgeable on policies, processes, and procedures; as well as knowledge of products and pricing models.
• Use best practices and support continuous process improvement.

Required Skills and Experience

• Very good oral and written communication
• Good interpersonal skills and ability to build effective professional relationships
• Fluent in English. Excellent knowledge of Spanish or French language is a bonus.
• Detail oriented
• Time management abilities
• Ability to manage customer interaction activity in a positive and appropriate manner
• Computer literate with MS Office product suite, ERP (SAP is a plus), Salesforce

Required Education and Training

• 1-2 years work experience or minimum 2 years post graduate school degree

Preferred Skills and Experience

• Associate degree in business administration or related field.
• Experience within the life science industry.
• History of order management in SAP or SFDC.
• Ability to run reports in SAP or SFDC and create pivot tables and charts.
• Understanding of customer success programs and metrics.

Job Type: Contract

Pay: $28.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Santa Clara, CA 95051 (Required)

Work Location: In person

Salary : $28