Senior Customer Solutions Team Lead
Job Posting for Senior Customer Solutions Team Lead at PENTAX Medical
About PENTAX Medical
Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.
Position Opening: Senior Customer Solutions Team Lead
Why JOIN Us?
We are an established medical device leader that is preparing for high growth. This means that PENTAX is looking to invest in its team and provide a collaborative and encouraging work environment.
PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy.
Summary:
The Senior Customer Solutions Specialist (CSS) Team Lead provides leadership support to the Customer Solutions Team and supports the Sales Representatives, Field Service, and Customers. Assists with ongoing training of personnel and in providing proper coverage for the department. Assists in creating SOPs and uploading them to Master Control. Goes the extra mile to solve problems via in-bound and out-bound telephone and email requests while providing a high-quality experience. The Senior CSS oversees the processing and fulfillment of customer orders and responds promptly to Customers and Sales team requirements, inquiries, and requests. Testing as needed for the ERP system.
Responsibilities:
- Working in a high energy, fast paced environment to provide ease of doing business while delivering high quality and exceptional customer service
- Determine and assist with escalations for unresolved issues as dictated by the nature of the problem or other team members
- Research and resolve issues to ensure customer retention and satisfaction
- Provide support and liaise with Sales Representatives to handle their special requests and inquiries within 24 hours
- Obtain and retain all back up documentation and approvals for all necessary orders per policies and procedures to ensure audit compliance
- Assist outside sales including making customer calls, tracking orders, and following up on delivery schedules
- Communicate standard operating procedures to internal and external customers
- Accurately enter data into ERP (D365) systems
- Accurately perform customer service administrative duties including creating new accounts, quotes, orders, electronic invoicing, billing, credit, re-bills, RMA and phone support
- Creating high-quality customer interactions by offering creative solutions which solve customer and Sales problems while reducing customer effort
- Verification of payment terms, Pricing, Address accuracy, Freight terms, and any special instruction on hard copy Purchase Orders (PO’s)
- Prepare proforma invoices as needed
- Maintain files, ensures appropriate documentation and timely filing.
- Process return orders issuing credit and/or billing with proper approvals
- Prepare quotations and provide to sales representatives and customers
Minimum Qualifications
- Bachelor’s degree required
- 5 years of experience in a customer service organization supporting a field sales team, medical device or similar industry preferred
- 3 years experience as a team lead, must.
- Experience with D365 and BI Reports preferred
- Ability to handle a wide variety of situations; possess a strong attention to detail with exceptional problem-solving skills, critical thinking skills and the ability to multitask in a fast-paced environment.
- Demonstrated excellent communication skills written, verbal and Phone
- Demonstrated ability to build and maintain relationships
- Ability to creatively identify effective solutions
- Maintain a positive and professional demeanor
- Problem solving and eager to provide solutions while in compliance.
- Ability to work 3 days in office Montvale, NJ
- Bilingual English/Spanish Preferred
It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
Salary.com Estimation for Senior Customer Solutions Team Lead in Montvale, NJ
$128,697 to $188,758
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