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REPRESENTATIVE, CUSTOMER SERVICE-7073130913
Acclarent, a Division of Johnson & Johnson's family of companies is recruiting for Customer Service Representative II in Menlo Park, CA.
Acclarent, Inc. is a medical device company in Menlo Park, CA that was established in June of 2004. The company is dedicated to the development of innovative devices providing new technologies to further meet the needs of ENT patients.
Acclarent's initial focus is on achieving the goals of sinus surgery with novel, endoscopic, catheter-based tools - Balloon Sinuplasty™ devices. Through the Balloon Sinuplasty™ technology and our Relieva® product portfolio we offer ENT patients another option to conventional endoscopic surgical technologies. FDA clearances for these devices were completed in 2005 and the products were commercially launched in the US that same year.
The Customer Service Representative is responsible for the pre- and post-order support of the Acclarent customer base as well as the Commercial team and complaints processing.
Primary responsibilities include: Respond to incoming orders/phone calls in a timely and courteous manner and problem solve with little supervision; Process incoming fax, phone, e-mail, and material orders daily for all order types; and Process International orders including verification of shipping authorization by country, communication with inter-company distribution partners, commercial invoice creation, and understanding of international shipping requirements.
Additionally, this role will provide: Accurate data entry of sales order and customer information in applicable QAD ERP software program; Process product / customer complaints utilizing complaint handling software; Manage backorder product orders, communication, fulfillment, and follow up communication with field sales personnel and customers to ensure timely / seamless product fulfillment; and Prioritize workflow to manage multiple responsibilities and processes in a fast paced, continuous improvement work environment.
He/she will liaise with Materials Planning department, Quality Department, and Shipping Department to ensure consistent inventory management to meet customer order requirements. Additional functions are to: Set up and process initial orders for new customers with consideration for SOP’s and Work Instructions mandating minimum training requirements; Work interdepartmentally to issue Return Goods Authorization (RGA) numbers to customers requesting permission to return products; Ability to take lead in tracking customer orders, product inquiries, customer experience issues, and requests from field sales team.
Furthermore, this role will: Process material orders for emergency stock and follow all procedures and work instructions; Answer product/promotion questions for our field sales team and customers; and Manage multiple pricing promotion and minimum training requirement guidelines for customer base to ensure all training and pricing compliance measures are met prior to order release.
This candidate will: have consistent documentation of sales orders, pricing approvals, and appropriate archiving of Purchase Order / Sales Order approvals per records retention policy; Resolve shipment delivery / order fulfillment issues as necessary; Provide reports on customers and prospects, metrics, daily and monthly reconciliations as needed to the Acclarent Director of Sales Operations and management team. This role works independently with minimal supervision
The following experiences are required: Superior writing and speaking skills; Minimum 1 year Customer service / Customer facing experience; Minimum 1 year previous Customer Relationship Management (CRM) system experience; Minimum intermediate knowledge of MS Office products (MS Excel, Word, PP); Ability to work under high stress and with minimal supervision; and High attention to detail
The following experiences are preferred: Bachelor of Arts in Business or Liberal Arts or a Bachelor of Science in Life Sciences; 3+ years of customer service / customer facing experience; 2+ years experience providing support to a healthcare customer base – internal or external; QAD specific CRM experience; and Knowledge of FDA Regulations and procedures; and Call center experience.
This role is located in Menlo Park, CA.
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Primary Location: North America-United States-California-Menlo Park
Organization: Acclarent, Inc. (6206)
Job Function: Customer Service
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