Instrument Coordinator I

Position Summary

Under close supervision, processes new instrument orders, reagent rentals and leasing contracts. Responds to inquiries related to instrument management and initial standing orders related to new contracts, interacts with field representatives and managers in an efficient and professional manner. Interacts with other internal departments including Customer Service, Sales & Service managers to expedite customers and field requests.

Responsibilities

Key Accountabilities

Essential Functions

• Reviews new instrument order documentation for completeness and accuracy
• Enters and tracks data relating to new instrument orders.
• Responds to Internal and External inquiries about new instrument orders and existing Instrument reagent rental and lease agreements.
• Performs monthly checks on the Reagent Rental contract database to ensure results are submitted in a timely manner and that invoicing is accurate.
• Reviews contract documents and associated worksheets to make sure they meet department/company guidelines.
• Coordinates instruments shipping with field management based on availability
• Performs routine contract administration duties including filing documents related to customer contracts in accordance with department/company guidelines
• Assists with the preparation of files, documents and reports as needed
• Resolves customer issues pertaining to credit/claims for orders related to Reagent Rentals, instrument and reagent orders; Researches and decides on appropriate action for resolution
  
  

Secondary Functions

• Performs other duties as assigned
  
  

Budget managed (if applicable)

N/A

Internal Networking/Key relationships

To be determined based on department needs, to include interactions such as:

• Other Customer Service Teams as needed (such as Customer Service Coordinators, Service Contract Coordinators, AccuTrak Coordinators)
• Technical Support
• Commercial Operations
• Field Service
• Warehouse/Operations
• Finance
  
  

Skills & Capabilities

The ideal candidate for this position will exhibit the following skills and capabilities:

• Ability to multitask and prioritize effectively for business needs, learn new job requirements/functions
• Ability to thrive in a highly metric driven environment
• Strong attention to detail; detail-oriented
• Excellent written and verbal communication skills.
• Strong interpersonal skills; ability to manage customer issues, build relationships and cooperate with internal and external customers
  
  

Qualifications

Minimum Knowledge & Experience Required for the Position:

Education

• Associate Degree in Business or related field required. Bachelor's degree in Business Administration, Finance, or related field preferred, or equivalent experience
  
  

Experience

• Minimum of two years related experience in Customer Service
• Previous experience as Customer Service Coordinator a plus
• Additional Skills/Knowledge:
• Basic Microsoft Office skills required.
• Basic pivot table knowledge a plus.
• Ability to navigate in an SAP ERP System preferred.
• Language: Fluency in English required. Fluency in French desirable.
  
  

International Mobility

• Required: No
  
  

Travel Requirements

• Approximately 5% of time