Customer Service Representative I - International
Natus Medical Incorporated - Middleton, WI

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About Natus Medical Incorporated: Natus is a leading provider of healthcare products used for screening, detection, treatment, monitoring and tracking of common medical ailments such as hearing impairment, neurological dysfunction, epilepsy, sleep disorders, newborn jaundice and newborn metabolic testing.

SUMMARY:
We are seeking a professional and motivated International Customer Service Representative that will be responsible for managing the sales orders placed by International Natus Customers. In general, job responsibilities include, but are not limited to, entering customer orders, fielding customer inquiries regarding products and prices, collaborating with various internal and international colleagues to troubleshoot issues and preparing international export documentation while adhering to company policy. This customer service oriented individual will work as a member of the International customer service team to provide assistance in growing business partner relationships. The day to day workload is most often generated by customer e-mails, phone calls and faxes as well as projects assigned by the International Customer Service Supervisor.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Process daily orders from international business partners and direct operation businesses from receipt of order to shipment of goods.
• Manage open orders to ensure prompt resolution of customer and field issues.
• Provide quotes for products as needed
• Respond to a wide variety of customer requests, working with the appropriate Natus personnel to obtain approval for customized solutions.
• Investigate and resolve billing discrepancies raised by customers, collections or company personnel.
• Facilitate returns of goods using RMA process and coordinates replacement products if necessary.
• Create international export paperwork compliant with Customs law and FDA regulations. .
• Interpret information on sales promotions, discounts and facilitate these changes by communicating to the customer and adjusting the pricing accordingly
• Perform back up role for answering calls and placing orders for other order entry teams as needed.
• Effectively communicate with superiors, peers, subordinates and others on a regular basis, assuring proper flow of information.
• Act as a first contact for order entry questions by utilizing knowledge of multiple product lines and price lists.
• Perform miscellaneous duties as assigned

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:
College preferred, Associate’s degree (A.A./A.S.) or equivalent from a two-year college or technical school; or 3 years Customer Service working with International Businesses. Specific knowledge of export law and associated shipping requirements a plus.

Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, general procedures, short correspondence, and memos. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present written and verbal information and respond to questions from customers and colleagues.

Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, and volume.

Reasoning Ability:
Ability to utilize common sense understanding when following instructions furnished in written, oral, or diagram form. Ability to deal with problems involving numerous variables and propose acceptable solutions.

Other Skills and Abilities:
  • PC experience (MS Word, Excel, Clientele, ORACLE, BPCS) required
  • Ability to prioritize and manage multiple tasks
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to work at a keyboard and computer. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Location: Middleton, WI
Status: Full time
Natus Medical Incorporated is an EOE, M/F/D/V
You may also fax your resume to (608) 829-8738 Attn: Human Resources, referring to the Job Title.
No calls please, principals only and only local candidates will be considered.

About this company
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Natus is a leading provider of healthcare products used for the screening, detection, treatment, monitoring and tracking of common medical...